# data[].attributes.headline
Include all the steps that customers take part in as part of the service delivery process

# data[].attributes.subject
Include all the steps that customers take part in as part of the service delivery process

# data[].attributes.headline
Tangibles that customers are exposed to that can influence their quality perceptions

# data[].attributes.subject
Tangibles that customers are exposed to that can influence their quality perceptions

# data[].attributes.headline
Those actions of frontline contact employees that occur as part of a service encounter

# data[].attributes.subject
Those actions of frontline contact employees that occur as part of a service encounter

# data[].attributes.headline
Invisible contact employees, below the line of visibility

# data[].attributes.subject
Invisible contact employees, below the line of visibility

# data[].attributes.headline
Activities carried out by individuals and units within the company who are not contact employees, but need to happen for the service to be delivered

# data[].attributes.subject
Activities carried out by individuals and units within the company who are not contact employees, but need to happen for the service to be delivered

# data[].attributes.body
Customer sign up for mobile plan with  the telco service.

# data[].attributes.body
Location of Singtel, self service is provided when first entered into store. Sample phones are displayed for customers' viewing.

# data[].attributes.body
Greet, ask for preference of plan, agree to terms and conditions, purchase of addition of phone with the plan.

# data[].attributes.body
After confirming of selected plan, service provider calls the technical personal to ensure details and confirmation of plan.

# data[].attributes.body
Singtel Call Center