Examine the service process design matrix in Figure 9.3. Identify at least two other businesses that would be classified in each of the four quadrants. What are the implications of these different process design configurations; in other words, what are some keys to success for firms operating in each of these quadrants?

Figure 9.3

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Degree of Customization Versus Customer Interaction Low High Mass Services Professional Services • Law Firms • Accounting Firms • Doctors' Offices High Retailers • Wholesalers • Online Schools Railroads Graphic Designers • Tutors Service Shops Service Factories • Hospitals Airlines Gourmet Restaurants E-Tailers • Hotels/Motels • Mail and Check Processing • Auto Repair Shops • Livery Cabs Low Firms Degree of Labor Intensity