Final answer:
High-contact systems refer to areas within an organization with significant customer interaction, such as front office operations, contrasting with low-contact systems like distribution. The correct answer is c. front office operations.
Step-by-step explanation:
In the context of service-encounter design, high-contact systems are most commonly found in front office operations. These operations are where employees directly interact with customers, offering service and support. High-contact systems are crucial in scenarios where customer service is at the forefront, such as in hospitality, healthcare, or retail settings.
High-contact systems are differentiated from low-contact systems, where the customer interaction with the service process is minimal. Examples of high-contact systems include the reception area of a hotel, the front desk of a hospital, or the customer service counter in a retail store, whereas a distribution system would typically be a low-contact environment.
High-contact systems in the context of service-encounter design would most commonly be found in front office operations. Front office operations involve direct interaction with customers where the service provider has a high level of contact with the customer. Examples of high-contact systems include hotels, restaurants, banks, and customer service centers.
The correct answer is c. front office operations.