1. In the service process matrix the service shop is categorized by:

a. low customer involvement and high labor intensity.

b. low customer involvement and low labor intensity.

c. high customer involvement and high labor intensity.

d. high customer involvement and low labor intensity.

e. None of the above.

2. In the service process matrix the mass service is categorized by:

a. low customer involvement and high labor intensity.

b. low customer involvement and low labor intensity.

c. high customer involvement and high labor intensity.

d. high customer involvement and low labor intensity.

e. None of the above.

3. The tradeoffs in the product-process matrix include:

a. volume.

b. unit cost.

c. flexibility.

d. variety.

e. All of the above.

4. Computerized technologies do all of the following EXCEPT:

a. provide customers with greater access.

b. decrease costs for the organization offering the product or service.

c. help improve the tracking of and accounting for information.

d. decrease the customer interaction.

e. allow companies to market directly to customers.