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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'.
Most organizations possess some formal organizational chart showing the established lines of authority and the division of labour. Generally, formal processes of communication are
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Evaluate the service to club members and casual flyers by completing a table similar to table 3.1 (see page 70 Operations Management 6xth Edition Nigel Slack)
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Types of Operations Systems - Variations in Demand Make-to-order versus make-for-stock Particularly in production systems, a key decision must be made as to whether o
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