What is customer contact?Differentiate between high-customer-contact systems and low- ...

Customer contact refers to the physical or virtual presence of acustomer in the service- delivery system during a service experience. Customer contact is measured by the percentage of time the customer must be in the system relative to the total time it takes to provide the service. Systems in which the percentage is high are called high-contact systems; those in which it is low are called low-contact systems. Examples of high-contact systems are estate planning and hotel check-in; examples of low contact systems are construction services and package sorting and distribution.