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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'.
Your team is working on the opportunity assessment when you are notified there will be room on the agenda of the senior executive monthly meeting for you to present your results. T
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Owner Kay Fay is considering franchising her Oriental Express restaurant concept. She believes people will pay $5.50 for a large bowl of noodles. Variable costs are $2.75 a bowl. F
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