There are five different dimensions of customer contact in service processes:

• Physical presence
• What is processed
• Contact intensity
• Personal attention
• Method of delivery

For example, a company provides pest control service for commercial and residential clients.  A good example of a high level of customer contact is when the service professional goes to the particular location to perform the pest control treatment.  They are physically on location, meeting with the client, discussing any of their perceptions of the treatment to be applied, explains the application process, etc.

An example of a lower level of customer contact is when the billing department processes the payments that our customers submit.  They are performing a service to the customer ensuring that their payment gets processed on time.  However, there is very low face-to-face and personal contact with the actual customer.