In the mass service and service factory quadrants of the service process matrix, the operations manager could focus on all of the following except Customization.
The service matrix is a framework that helps business to identify their service offerings and how they compare to similar services offered by competitors.
The four quadrants of the service process matrix include;
Low customer contact and customization are characteristic of mass service and service factories. A low degree of labor intensity is also a marker for service factories.
So, customization is not an attribute of these two factors.
Learn more about the service process matrix here:
https://brainly.com/question/12446867
