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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'.
Negotiators can influence the perceived cost of agreeing as well as the perceived cost of disagreeing and the other party will likely accept the proposal when it is more expensive
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