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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'.
Your boss would like for you to suggest changes that would significant shorten it. what would you suggest?
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