Variations in Customer Contact - The Service Process Matrix, Operation Management

Assignment Help:

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'.


Related Discussions:- Variations in Customer Contact - The Service Process Matrix

Analyze the environment and processes and procedures, Analyze the environme...

Analyze the environment, processes, and procedures at your work or school to determine which aspects can be controlled and which cannot be controlled. Explain your rationale. •From

Why is environmental analysis is vital for an organization, Q1. Why is envi...

Q1. Why is environmental analysis important for an organization? Q2. Write a double-spaced essay of between 750-1000 words on the value of business process improvement to an ind

Explain what is nominal damage, What is the difference between compensatory...

What is the difference between compensatory damages and consequential damages? Provide at least one relevant example of each that was not included in your textbook. What is nominal

Explain effects of leadership, The Effects of Leadership on Innovative Prog...

The Effects of Leadership on Innovative Program Implementation. Dove, Maria G.; Freeley, Mary Ellen. Delta Kappa Gamma Bulletin, spring 2011, Vol. 77 Issue 3, p25-32. Read this art

Explain diversified network, USAA, which provides financial services to mil...

USAA, which provides financial services to military officers by mail and telephone, is an example of a Answer focused service. Focused network. Clustered service. Diversified netwo

Explain competitive position through differentiation, In both Europe and No...

In both Europe and North America, established airlines are desperately cutting costs in order to compete with the increasing number of budget airlines. However, it is highly unlike

Explain loosening the constraints, Which of the following actions would exp...

Which of the following actions would expand the feasible region of an LP model? A.Loosening the constraints. B.Tightening the constraints. C.Multiplying each constraint by

Production efficiencies and reducing unit costs, A manufacturer concerned m...

A manufacturer concerned mainly with production efficiencies and reducing unit costs is known as Production oriented.

Get a financial analysis of coca cola comparing the past 5y, Where can i fi...

Where can i find a financial analysis of coca cola comparing the past 5yrs from 2009-2013. Something in a word format would be help

Relationship that exist among companies and profit motives, Explain the rel...

Explain the relationship that exist between companies, profit motives, competition and private property.

Write Your Message!

Captcha
Free Assignment Quote

Assured A++ Grade

Get guaranteed satisfaction & time on delivery in every assignment order you paid with us! We ensure premium quality solution document along with free turntin report!

All rights reserved! Copyrights ©2019-2020 ExpertsMind IT Educational Pvt Ltd