In service blueprinting terms,_____ are those steps and activities that contact employees,like desk clerks and receptionists,perform that are visible to customers.
A) Customer actions
B) Onstage contact employee actions
C) Backstage contact employee actions
D) Support processes
E) Audience actions

Question

Quizplus · Accepted Answer

Onstage contact employee actions refer to the steps and activities that contact employees perform that are visible to customers, such as desk clerks and receptionists. Customer actions refer to the steps and activities that customers perform as part of the service experience. Backstage contact employee actions refer to the steps and activities that contact employees perform that are not visible to customers, such as back-office processing. Support processes refer to the steps and activities that are necessary to support the delivery of the service, such as scheduling, billing, and inventory management. Audience actions do not apply to the service blueprinting process.

In Service Blueprinting Terms,_____ Are Those Steps and Activities That