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'.

Posted Date: 3/16/2013 6:31:22 AM | Location : United States

Ask an Expert

Related Discussions:- Variations in Customer Contact - The Service Process Matrix, Assignment Help, Ask Question on Variations in Customer Contact - The Service Process Matrix, Get Answer, Expert's Help, Variations in Customer Contact - The Service Process Matrix Discussions

Write discussion on Variations in Customer Contact - The Service Process Matrix
Your posts are moderated

Write your message here..

Related Questions

Explain creation of a roadmap for a strategic plan, What things should be t... What things should be taken into consideration in the creation of a roadmap for a strategic plan? What are examples of external and internal change agents? What role do change agen

Explain when qb researchers look in dept, When qb researchers look in dept.... When qb researchers look in dept. at single situation/when research method are they using/1. Laboratory studies/2. Field studies/3. Case study/4 meta-analysis/ 5.survey studies/ wh

Explain type signals responding to obstacles, What type of signals are casu... What type of signals are casued as a result of signals responding to obstacles in their paths? a. spread spectrum b. narrowband c. multipath d. broadband

Explain the marginal productivity of additional firefighters, According to ... According to the text there appear to be very limited opportunities for input substitution in the production of fire protection services. Which of the following is the most plausib

What is meant by perpetual inventory system?, Ask question #What is meant b... Ask question #What is meant by perpetual inventory system?Minimum 100 words accepted#

Explain compensated for the loss in purchasing power, Fourteen years ago, t... Fourteen years ago, the U.S. Aluminium Corporation borrowed $9.9 million. Since then, cumulative inflation has been 98 percent (a compound rate of approximately 5 percent per year)

Why is this an vital concern for all businesses today, 1)What should you do... 1)What should you do after the fact when your company's information security has been breached? 2)what can you do to protect your company's data from unauthorized access? 3)W

Explain how the components of the hawthorne study, Describe how the compone... Describe how the components of the Hawthorne study are incorporated in current human resource functions? What was the main idea behind this study?

Describe a competitive market entry strategy, Assignment 5: International M... Assignment 5: International Marketing Plan Imagine that you are a senior manager for one of the following companies: • Apple • Burger King • Nike • General Mills

Interview Questions, What questions can be ask in interview for after gradu... What questions can be ask in interview for after graduation level by a Computer Engineer?