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2.3 Position services in the service process matrix Position the following services in the service process matrix a. Performing a surgical operation b. Documenting the medical history of a patient at a clinic c. Providing credit scores for customers d. Operating vending machines for a gym Degree of customer Low divergence(Standardized High divergence (customized service) contact service) Processing Processing Processing Processing Processing Processing of goods of info. of people of goods of info. of people No customer contact Indirect customer contact Direct No customer- customer service worker contact Interaction(self service) Customer service worker interaction