Final answer:
In the service encounter triad, there is a potential conflict between the service organization and its contact personnel due to different priorities of efficiency and satisfaction.
Step-by-step explanation:
In the service encounter triad, the potential conflict between the service organization and its contact personnel is one of efficiency versus satisfaction.
The service organization is primarily concerned with efficiency, ensuring that the service is delivered in a timely and cost-effective manner. On the other hand, contact personnel often prioritize customer satisfaction, aiming to meet the unique needs and preferences of each individual customer.
This conflict arises because while the organization wants to streamline processes and minimize costs, the contact personnel want to provide personalized and high-quality service to ensure customer satisfaction.