Differences between high and low customer contact service

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What are the differences between high and low customer contact service (CCS) businesses for the dimensions listed below? (For example, Facility Layout – in a high CCS business, the facility would be designed to enhance the feelings and comfort of the customer; while in a low CCS, the facility would be designed for efficient processing.) a. Describe an example of a Low CCS business and a High CCS business. Use these examples to frame your answers to the next three questions (parts b, c, and d). b. What level/types of worker skills are needed in Low CCS businesses versus High CCS businesses? c. Would a Low CCS business want high or low capacity utilization? What about a High CCS business? d. How much automation would be best in a Low CCS business? What about a High CCS business?

Reference no: EM131156056

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