service process
Rate a service process with which you are familiar on each of the five dimensions of customer contact in Table 3.1. Use a seven-point scale, where 1 = very low and 7 = very high. Explain your ratings, and then calcu¬late a combined score for the overall customer contact. Did you use equal weights in calculating the combined score? Why or why not? Where is your process posi¬tioned on the customer-contact matrix? Is it properly aligned? Why or why not?
service process