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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.


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© Elsevier. DOI: 10.1016/S0272-6963(00)00044-9. Final version published as: Verma, R., & Young, S. (2000). Configurations of low-contact services. Journal of Operations Management, 18(6), 643-661. Reprinted with permission. All rights reserved.