_____ Are Those Steps and Activities That Contact Employees, Like

question 16

Multiple Choice

_____ 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

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Definitions:

Nominal Group Technique

An organized approach to collective brainstorming designed to promote participation from all group members in identifying and resolving issues.

Select Experts

The process of identifying and choosing individuals with specialized knowledge or skills for a specific purpose.

Delphi Method

A forecasting process framework based on the results of multiple rounds of questionnaires sent to a panel of experts.

Nominal Group Technique

A structured method for group brainstorming that encourages contributions from everyone in the group and is used to generate and prioritize a wide range of ideas.