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Configurations of low‐contact services
Author(s) -
Verma Rohit,
Young Scott T.
Publication year - 2000
Publication title -
journal of operations management
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 3.649
H-Index - 191
eISSN - 1873-1317
pISSN - 0272-6963
DOI - 10.1016/s0272-6963(00)00044-9
Subject(s) - scheme (mathematics) , classification scheme , linear discriminant analysis , competitive advantage , computer science , cluster (spacecraft) , operations management , business , artificial intelligence , marketing , machine learning , mathematics , engineering , mathematical analysis , programming language
This study uses a cluster analysis procedure to develop a classification model of low‐contact services based on seven operations objectives. The effectiveness of the classification scheme is tested by demonstrating the link between the objectives, competitive priorities, and performance. This study also identifies eight underlying factors of competitive priorities in low‐contact services. Furthermore, discriminant analysis on competitive priority dimensions shows that low‐contact services consist of multiple groups and therefore should not be lumped into one group in any analysis scheme.