Answer:
(D). surrogate interaction and direct interaction.
Explanation:
Process Chain Network (PCN) analysis involves designing an organization's processes in such a way that it brings about better interaction with customers.
The PCN analysis highlights three process areas which are; <u>surrogate interaction, direct interaction</u> and independent processing areas.
<em>Service operations only exist within the areas of </em><em>surrogate interaction and direct interaction</em><em>, because they require more interaction with customers and are more personal in nature.</em>
Answer
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Explanation
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