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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'.
Quality and Reliability & After Sales Service - Operation Strategy Quality and reliability The extent to which the customers' expectations are satisfied or exceeded by
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Service Sector - Financial Services 1. Explosion of customer choice 2. Globalisation of financial services - extensive use of computer technology 3. Innovation on bot
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