Interaction - service process matrix, Operation Management

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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'.

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Lean operations, Kateville Textile Printing Company

Kateville Textile Printing Company

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