Author Question: Which type of service personnel, if any, has the greatest impact on customer perceptions of the ... (Read 118 times)

OSWALD · **on:** Jun 29, 2018

Which type of service personnel, if any, has the greatest impact on customer perceptions of the service encounter?
a. Frontstage service personnel
b. Backstage service personnel
c. Middlestage service personnel
d. Each of these types of service personnel has an equally important impact on customer perceptions of the service encounter.
e. None of these types of service personnel has an important impact on customer perceptions of the service encounter.

Question 2

Though a location manual or policy may be developed to assist in determining optimal sites, for franchised businesses that require a store-front location the final determination often rests with:
a. the bank that loans the funds for construction of the store
b. the franchisee
c. the franchisor
d. the city's zoning commission

InfiniteSteez · **Reply #1 on:** Jun 29, 2018

Answer to Question 1

a

Answer to Question 2

C. The franchisor. A site must meet franchisor criteria prior to any decisions for purchase, development and construction or lease by the franchisee.