Representations

Service staff
People involved in the final delivery of the service. The service staff include the operators working in the front stage, where direct interactions with users happen, and the operators working in the back stage producing information and “stuff” needed by the front stage.

(1992) M.J. Bitner, Servicescapes: "The Impact of Physical Surroundings on Customer and Employees", in Journal of Marketing 55.
(2007) Yves Cinotti, Proposition d’une Typologie des Rencontres de Service, in “La relation client dans les activitiés de service”, 2ème Journée du Marketing IRIS, Lyon, 15 marzo 2007.