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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'.
The local hospital's emergency department has 5 trauma bays. On average, patients requiring a trauma bay arrive every 50 minutes (with a coefficient of variation of 1, no seasonali
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Would Japan benefit from Globalization?
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