In marketing science, the quality of a service is fundamentally differentiated according to the components of potential, process, and outcome. The potential dimension of service companies includes all input factors that are available before the customer is integrated into the service process. This includes, for example, the provider's business premises, technical equipment, as well as intangible components such as the ambiance within the business premises or the provider's know-how. Dirk Steffen identifies several factors relevant to potential quality from the customer's perspective within an empirical study. The data basis is a customer survey conducted at a chain bookstore. He develops a model to analyze the relationships and influences regarding the perception and effect of potential quality.