List, and discuss the three elements of the dependability dimension of customer service. Dependability refers to the service encounter. It consists of three elements, namely, consistent order cycles, safe delivery, and complete delivery. Our earlier discussion of the order cycle highlighted the importance of consistency (reliability/dependability)--inconsistent order cycles necessitate higher inventory requirements. And although order  cycle time is important, an increasing number of companies are trading off order cycle speed for order cycle consistency. More specifically, these companies are willing to accept a slower order cycle so long as it exhibits a high level of consistency.  I'm not sure if this is the correct answer but it is the on thing I seen that was pertaining to the question. I found it in Chapter 7 on pg.120.