Service process matrix categorizes service processes based upon the degree of customizations/customer interaction and labor/capital intensity.
A service process matrix is a classification of service operations which characteristics the degree of customer interactions and labor intensity. It is derived by Roger Schmenner in 1986.
Degree of customer interaction refers to the extent to which a customer can intervene in a service process of a firm. The labor intensity is the ratio of cost of labor to the total cost of the service or production.
A service process matrix helps the firm to identify the relation between these two and make necessary changes to make success.
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