Transaction elements include everything between a order is received and delivered to the customer. During the transaction phase of customer service, a firm focusses on retrieving, packing, and delivering the order to the customer in a timely and cost effective manner. This phase also includes scheduling of shipment, communication with the customer, delivery tracking, and delivery confirmation.
The package is supposed to arrive on December 22, at your home in plenty of time for wrapping and you are pleasantly pleased with the free shipping offered. The package leaves on time and you are tracking it to your home in anticipation. Now it is Christmas Eve and you do not have your package and your unhappiness is growing with every moment. The package arrives on December 27, and looks like it was dropped from the truck on the way. In this situation, your transportation costs expectations were met but your expected service quality was not met.
