Customer involvement is especially important for service process strategy decisions, particularly if customer contact is high.

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Customer involvement can provide valuable insight into their preferences, needs, and expectations, which can inform service process strategy decisions. This is especially important when customer contact is high, as their experience with the service will have a significant impact on their satisfaction and loyalty. Thus, involving customers in the service process strategy can improve its effectiveness and ultimately benefit both the customer and the business.

Customer Involvement Is Especially Important for Service Process Strategy Decisions