Configurations of low‐contact services
通过聚类分析，基于七个运营目标构建低接触服务的分类模型，并验证了目标、竞争优先权与绩效的关联，发现低接触服务应分为多个组别。
Abstract 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.