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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'.
One of the most important issues discussed in the collective bargaining process is seniority. It is one of those components of the workplace that seems to impact every worker, whet
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