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What is the service design matrix?

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What is the service design matrix?

Find a peer-reviewed journal article which addresses this concept. Provide a brief summary of the article.

Based on the contents of the article, how appropriate would the service design matrix be for an IT organization?

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* What is the service design matrix?

The Service Design Matrix charts [from low to high] Degrees of Interaction and Customization, in conjunction with Degrees of Labor Intensity for service organizations (i.e. service shops, professional services, mass service, and service factories).
Also see attached PowerPoint®:
Presentation 1: slide 30, 31, and more
Presentation 2: slide 46-50+

* Find a peer-reviewed journal article which addresses this concept. Provide a brief summary of the article.

Peer-Reviewed Journal Article (attached): "The Service Concept: the Missing Link in Service Design Research" © 2002 By: Goldstein, et al.

NOTE: I paraphrased the Abstract below, which you may elect to re-write in your own words as a 'brief ...

Solution Summary

This solution explores the service design matrix and what it is. A peer-reviewed journal article is explored, which addresses this concept with a brief summary. Based on the contents of the article, appropriate is recommended for how the service design matrix would be in an IT organization.

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