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Interaction - Service Process Matrix
Interaction refers to the degree to which the customer can intervene in the process (eg in a restaurant, the customer may call a waiter at will). This should not be confused with duration of customer 'contact': for example, university lectures are high in such 'contact' but comparatively low in 'interaction'.
How would you oversee the design (or redesign) of a benifit program in a large organization? What issues would you consider?
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1. Grapple Industries has 1,000 full-time and part-time employees who manufacture parts for hand tools. Company policy states that part-time employees are not eligible for overtime
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