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- W2183698450 abstract "This paper presents a matrix to match the design of the front-office portion of a service unit with service content and customer characteristics. Contact between manufacturing organizations and their clients can also be approached using the matrix. The matrix relies upon Chase's customer contact model and the general form and structure of Hayes and Wheelwright’s product-process matrix for manufacturing. An important statement of this paper concerns the normative evolutionary life cycle for the front-office portion of a service firm. The proposed matrix was used to guide research designed to gather data on service encounter strategies of American retail banking units. 1 Professor of Production, Technology and Operations Management, IESE" @default.
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- W2183698450 date "1988-01-01" @default.
- W2183698450 modified "2023-09-27" @default.
- W2183698450 title "A MATRIX FOR LINKING SERVICE CONTENTS WITH DELIVERY CHANNELS" @default.
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