PRODUCT formation
It can be defined as putting different products and services together to form a product for the satisfaction of customer. For e.g. Hospitality is a product formation which is not made from a single item. 
SERVICE brigade
Team of STAFFS involved in providing service
The Moment of Truth
It is the actual time when customer interacts with service staff. It is the moment of contact when no management has control. It is the MOTIVATION, skill, tools of the service and expectation, behavior, expectation of the customer determines the quality of the service.

Product formation
It can be defined as putting different products and services together to form a product for the satisfaction of customer. For e.g. Hospitality is a product formation which is not made from a single item. 
Service brigade
Team of staffs involved in providing service
The Moment of Truth
It is the actual time when customer interacts with service staff. It is the moment of contact when no management has control. It is the motivation, skill, tools of the service and expectation, behavior, expectation of the customer determines the quality of the service.