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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 describe William Bissell's personality? What terminal and instrumental values are likely to have been especially important to him? How would describe Fabindia's organ
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