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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'.
Earlier in the class, we noted that communication is the glue holding organizations together. We might say that trust is the "oil" of the organization. With it, processes can opera
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