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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'.
From "Matching Supply with Demand" Cachon/Terwiesch (Inventory Cost) A manufacturing company producing medical devices reported $60,000,000 in sales over the last year. At the e
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