Final answer:
Companies manage behind-the-scenes service factors to ensure smooth operations that remain invisible to customers, such as floor markings to direct traffic or outsourcing roles.
Step-by-step explanation:
Companies are increasingly mastering the art of managing behind-the-scenes service factors to enhance customer experience. For instance, impersonality within bureaucratic structures, such as those found in large retail chains like Walmart, can lead to efficient and quick service, although it may not always cater to individual needs or unique situations.
Customer service improvement can be reflected in an example from a fast food restaurant, where a manager addressed the problem of customer confusion during peak hours by implementing clear floor markings to direct the queue.
Moreover, the global outsourcing trend exemplified by the rise of back office industries in India demonstrates the behind-the-scenes management of customer services that are not immediately visible to customers but are essential for the smooth operation of businesses worldwide.