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    Service Matrix

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    Ritah Kirabo
    This document divides business activities into four quadrants based on their level of customer contact and capital intensity. Quadrant 1 has a high level of customer contact but low capital intensity, including consultancy, lecturing, and legal services. Quadrant 2 has both a high level of customer contact and capital intensity, such as air transport and specialized medical treatment. Quadrant 3 has a low level of customer contact and capital intensity, including some sports and entertainment. Quadrant 4 has a low level of customer contact but high capital intensity, such as ATMs, funds transfer, and vending machines.

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    Service Matrix

    Uploaded by

    Ritah Kirabo
    4 views1 page
    This document divides business activities into four quadrants based on their level of customer contact and capital intensity. Quadrant 1 has a high level of customer contact but low capital intensity, including consultancy, lecturing, and legal services. Quadrant 2 has both a high level of customer contact and capital intensity, such as air transport and specialized medical treatment. Quadrant 3 has a low level of customer contact and capital intensity, including some sports and entertainment. Quadrant 4 has a low level of customer contact but high capital intensity, such as ATMs, funds transfer, and vending machines.

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    service matrix

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    This document divides business activities into four quadrants based on their level of customer contact and capital intensity. Quadrant 1 has a high level of customer contact but low capital intensity, including consultancy, lecturing, and legal services. Quadrant 2 has both a high level of customer contact and capital intensity, such as air transport and specialized medical treatment. Quadrant 3 has a low level of customer contact and capital intensity, including some sports and entertainment. Quadrant 4 has a low level of customer contact but high capital intensity, such as ATMs, funds transfer, and vending machines.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as docx, pdf, or txt
    4 views1 page

    Service Matrix

    Uploaded by

    Ritah Kirabo
    This document divides business activities into four quadrants based on their level of customer contact and capital intensity. Quadrant 1 has a high level of customer contact but low capital intensity, including consultancy, lecturing, and legal services. Quadrant 2 has both a high level of customer contact and capital intensity, such as air transport and specialized medical treatment. Quadrant 3 has a low level of customer contact and capital intensity, including some sports and entertainment. Quadrant 4 has a low level of customer contact but high capital intensity, such as ATMs, funds transfer, and vending machines.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as docx, pdf, or txt
    of 1

    Low High

    Quadrant 1
    High level of customer
    contact. Quadrant 2
    Low level of capital High level of customer
    intensity. contact.
    Examples High level of capital
    Consultancy services. intensity.

    Capital intensity
    Lecturing/Tutoring. Examples
    Legal services. Air transport.
    Counseling. Specialized medical
    treatment.

    Quadrant 3
    Quadrant 4
    Low level of customer
    Low level of customer
    contact.
    contact.
    Low level of capital
    High level
    High of capital
    intensity.
    Low
    intensity.
    Examples
    Examples
    Sports e.g. football
    ATMs.
    rugby, basketball,
    Telegraphic Funds
    matches.
    Transfer.
    Live entertainment.
    Mechanized food
    vending machines.

    Level of customer contact

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