Final answer:
Front line personnel discretion refers to the ability of service employees to make decisions and take actions autonomously when interacting with customers, which can lead to improved customer service and job satisfaction.
Step-by-step explanation:
Front line personnel discretion denotes the judgment and decision-making autonomy of the service employee while interacting with the customer. This discretion allows employees on the front line, such as customer service clerks or managers, to respond to situations in ways they see fit, often to ensure customer satisfaction or resolve complaints promptly. For instance, when a lunch-hour manager at Gavi's Fast Food Restaurant noticed that customers were confused about lining up to pay during a busy hour, they used their discretion to implement a new system with floor markings to guide customers, which led to more efficient service and reduced employee stress.
Understanding and valuing front line personnel discretion can make a significant difference in how internal and external customers perceive service. If managers regard their employees' feedback and allow them some level of autonomy, this can lead to a higher job satisfaction amongst employees, an increase in the effectiveness of service, and the establishment of a workplace as a "best place" to work. However, if managers like the one described in the case study disregard employee feedback and discourage open communication, it can result in difficulties in data collection, fewer interviews, and less useful information, ultimately affecting the service quality and employee morale.