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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'.
Describe what RRMC should do to counter its image problem in the community because of its decision to close the Women's Pavilion.
how can lean principles be applied further to a business?
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