# 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
Eg. In fitness class, the quality of equipments, has great influence on customer's satisfaction.

# data[].attributes.body
Aircon servicemen to maintain aircon.

# data[].attributes.body
Produce materials that are to be used in courses.

# data[].attributes.body
Counter staff has front line contact with customers, as they are needed to help customers register for courses.

# data[].attributes.body
Arrive at the community center to