Which type of service personnel,if any,has the greatest impact on customer perceptions of the service encounter?

Question

Quizplus · Accepted Answer

Frontstage service personnel, who directly interact with customers, have the greatest impact on customer perceptions of the service encounter. They are responsible for creating a positive first impression and ensuring that customer needs are met throughout the service encounter. Backstage and middlestage service personnel contribute to the overall service experience, but their impact on customer perceptions is less direct.

Which Type of Service Personnel,if Any,has the Greatest Impact on Customer