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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'.
Small groups of employees that meet to recognize work problems and their solution are known as Quality circles.
For this discussion, let us put you in the department director chair, nursing director, lab director, radiology director, respiratory therapy director, or whichever hat fits best.
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