Define explicitly and implicitly service delivery and give examples of each include references source?

Explicit service delivery refers to the direct and clearly stated provision of services to customers. This type of service delivery involves clear communication and understanding between the service provider and the customer regarding the services being offered. Examples of explicit service delivery include a customer ordering a meal at a restaurant and receiving it as described on the menu, or a customer booking a hotel room and receiving the specified amenities and services.

Implicit service delivery, on the other hand, refers to the indirect or implied provision of services to customers. This type of service delivery may not be explicitly stated or communicated, but is understood or expected by the customer based on the context or previous experiences. Examples of implicit service delivery include a hotel staff member offering to carry a guest's luggage to their room without being asked, or a retail store providing a complimentary gift with a purchase as a gesture of goodwill.

Source:
- Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2009). Services marketing: Integrating customer focus across the firm. McGraw Hill.