A Line of Visibility Separates the Parts of a Service

question 10

True/False

A line of visibility separates the parts of a service that come in direct contact with customers from those that do not.

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Definitions:

Leniency Contract

An informal agreement where one person agrees to treat another person more leniently or forgivingly than the situation may warrant.

Core Attributes

The fundamental qualities or characteristics that define an entity or concept, central to its identity or function.

Social Impact

The effect that other people have on our attitudes and behaviour, usually as a consequence of factors such as group size, and temporal and physical immediacy.

Convergent-Divergent Theory

explores the ability to generate multiple solutions to a problem (divergent thinking) versus the ability to find the single best solution (convergent thinking).