Question: 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.

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

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