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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'.
Dalton and Carla run a small bicycle shop called "D n C"Bicycles. They must order bicycles for the coming season. Orders for the bicycle must be placed in quantities of twenty(20).
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Consider the diverse means of differentiating products and services. Which ones have the most impact on your choices? Why? Explain. Bottom of Form
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