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

Question

Quizplus · Accepted Answer

This statement is true. The line of visibility is the point in the service process where the customer can see and directly interact with the service provider, equipment, or physical setting. Everything before the line of visibility is often called the "backstage" area where processes and activities occur that are not visible to customers.

A Line of Visibility Separates the Parts of a Service