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Variations in Customer Contact - The Service Process Matrix
The classification schemes so far discussed are 'one-dimensional' and do not adequately reflect the great diversity of service operations. In particular, the significant issue of customer involvement in the process is not explained. Of the many attempts to capture this aspect of service operations, perhaps the most useful is the 'two-dimensional' service-process matrix devised by Schmenner (1986), shown in the figure below. The matrix has two axes: 'degree of labour intensity' and 'degree of interaction and customisation'.
An electrical contractor's records during the last five weeks indicate the number of job requests Week: 1 = 22 requests 2= 24 requests 3= 20 requests 4= 23 requests 5= 24 requests
What is the difference between rating and underwriting and how is it used? Identify and discuss any ethical issues that could arise in the underwriting process.
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When communicating a change, which role is more important: reporter of information or sense maker? Why
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What impact do you think that the DODs new Sexual Assault Prevention and Response (SAPR) program will have on the culture and the historic problems of sexual assault/harassment and
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