The Service-Process Matrix Provides a Useful Way of Identifying the Key

question 5

Multiple Choice

The service-process matrix provides a useful way of identifying the key management challenges of an operation.The matrix classifies operations in terms of two dimensions.Which of the following is not true?

• A)Service shops have high customer interaction and high labour intensity.
• B)Service factories have low customer interaction and low labour intensity.
• C)Mass services have low customer interaction, but high labour-intensity.
• D)Professional services have high customer interaction and high labour intensity.

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