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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'.
First, select an independent restaurant located in California (fast food, fast casual restaurant, casual dining restaurant or buffet restaurant) and dine in the restaurant. You wil
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