The service-process matrix has been designed for the services industry, and services have been classified into the four categories of professional service, service shop, mass service, and service factory.Based on the degree of labour intensity and customer involvement, which process type is found at the intersection of high customer involvement and high labour intensity?

Question

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The intersection of high customer involvement and high labour intensity suggests a service that is highly customized and personalized, requiring extensive knowledge and skills from the service provider. This is typical of professional services, such as legal or medical services, where the customer is heavily involved in the service delivery process and there is a high degree of labor intensity. Service shops and mass services involve lower levels of customization and knowledge, while service factories have low levels of customer involvement and are highly standardized.

The Service-Process Matrix Has Been Designed for the Services Industry