What is defined as the basic service experience a customer expects to receive?

The basic service experience a customer expects to receive is known as the core service. This concept refers to the fundamental benefit or offering that a customer seeks when engaging a service provider. For instance, if someone books a hotel, their core service expectation includes having a clean room, comfortable bed, and basic amenities.

This core service forms the foundation upon which additional services, or enhancements—such as complimentary breakfast or room service—can be built. While concepts like customer loyalty and value proposition relate to customer relationships and perceived value, they do not define the essential service experience itself. Therefore, focusing on core service addresses the primary expectation of a customer visiting a business.