Great service occurs when processes are engineered both above and below the _____________ for the customer.
A) Line of motivation
B) Line of demarcation
C) Line of visibility
D) Line of distinction
E) None of the above

Question

Quizplus · Accepted Answer

The line of visibility is the point in the service process where the customer interacts with the service provider and the service is actually delivered. Great service occurs when processes are engineered both above (before the line of visibility) and below (after the line of visibility) to ensure a seamless and positive experience for the customer.

Great Service Occurs When Processes Are Engineered Both Above and Below