Operations Processes ■■■■■■ ■■■■■■ ■■■■ ■■ ■■口■■ Services classification based on the extent of customer contact required High-contact system: the customer is part of the system during service delivery Low-contact system: the customer needs not be a part of the system to receive the service20 Operations Processes: ▪ Services classification: based on the extent of customer contact required ▪ High-contact system: the customer is part of the system during service delivery ▪ Low-contact system: the customer needs not be a part of the system to receive the service