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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'.
State the reasons why historically, union leaders did not support Employee Stock Ownership Plans (ESOPs)? Why has there been a notable growth since 1975 in these plans? Outline the
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