Elements of the service process in which there is no contact with the customer are referred to as:
A)robust.
B)delayed differentiators.
C)back-of-the-house.
D)user-friendly.
E)mission-consistent.

Question

Quizplus · Accepted Answer

Elements of the service process that occur without customer contact are referred to as "back-of-the-house." This term is used to distinguish these operations from "front-of-the-house" activities, which involve direct interaction with the customer.

Elements of the Service Process in Which There Is No