In service marketing, the most important link to the customer is

Question

Quizplus · Accepted Answer

Well-trained contact employees are the front-line representatives of the service provider and play a crucial role in creating a positive impression and delivering exceptional service to the customer. They are the most important link to the customer in service marketing, as they directly interact with them and influence their perception of the service. Good word-of-mouth communication and exceptional service quality are also important factors in service marketing, but they are closely tied to the performance of contact employees. Effective advertising and tangible aspects of the service are secondary to the quality of customer interactions with service employees.

In Service Marketing, the Most Important Link to the Customer