What do support processes in a service blueprint do?

Support processes in a service blueprint are crucial for facilitating the front-line employees' ability to deliver services effectively. These processes include the behind-the-scenes activities that ensure that contact employees have the necessary resources, tools, and information needed to perform their roles successfully. For example, proper staffing, training, inventory management, and technology support fall under support processes, allowing the contact employees to focus on customer interaction and provide a high level of service.

While enhancing customer engagement, modifying employee behavior towards clients, and reducing costs in service provision are important elements of service management, the primary function of support processes is to directly assist the employees who are engaging with customers. Support processes ensure smooth operations and workflow, which helps maintain a consistent service quality. Thus, the emphasis is mainly on equipping and empowering contact employees to perform their roles effectively, making option B the most accurate representation of what support processes accomplish in a service blueprint.