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 capital intensity and customer involvement, which process type is found at the intersection of low customer involvement and low capital intensity?

Question

Quizplus · Accepted Answer

Mass service is found at the intersection of low customer involvement and low capital intensity because it involves standardized services with little customer interaction and requires minimal capital investment.

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