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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'.
Demerits of Continuous or Flow Production The production problem which may arise particularly in high volume flow is that the constant repetition of a short time cycle task may
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