Rate a service process with which you are familiar on each of the five dimensions of customer contact in Table.
DIMENSIONS OF CUSTOMER CONTACT IN SERVICE PROCESSES

Use a seven-point scale, where 1 very low and 7 = very high. Explain your rating and then calculate a combined score for the overall customer contact. Did you use equal weights in calculating the combined score? Why or why not? Where is your process positioned on the customer-contact matrix? Is it properly aligned? Why or whynot?

Transcribed Image Text:

Dimension Physical presence. What is processed Contact intensity Personal attention Method of deilivery High Contact Present People Active, visible Personal Face-to-face Low Contact Absent Possessions or information Passive, out of sight Impersonal Regular mail or e-mail