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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'.
Choosing which processes are core to a firm's competitive postition is a key strategic decision. For example, Nike, a popular sports shoe company, focuses on the customer relations
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