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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'.
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Variations in Customer Contact - The Service Process Matrix The classification schemes so far discussed are 'one-dimensional' and do not adequately reflect the great diversity
whether writing, listening, speaking, or attending meetings, communication skills are critical to your success in university and work place.
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