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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'.
Class, looking back over the Terminal Course Objectives for this course, what are you looking forward to learning more about throughout your education and career?
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Internal Factors - Factors affecting productivity improvement These are the factors which may be modified by the company and may, in themselves, be sub-divided into two catego
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