The outermost wrapping is the behavior, manner, and tone of the staff member or technological interface) we are dealing with. Under this is a layer of subject and system expertise made of that person's or system's knowledge of the offerings and operations. Then there is a layer of processes carried out by staff - for example, the sales or refund routines. Next, we have the systems and tools run by the organization - logistics systems, billing, and point of sale systems.
And at the core is the offering itself, like a telephone contract or a pair of running shoes.

As a customer of an organization, you are like the child playing Pass the Parcel. The only way to get to the offering you want is through all those lavers - they all contribute to your experience.
#蛙蛙在翻