Which actions are considered backstage employee actions?

Backstage employee actions refer to tasks that employees perform that are not directly visible to customers. These actions typically support the visible service delivery but occur behind the scenes. For instance, in a community pharmacy, this could involve inventory management, preparation of prescriptions, or staff meetings— activities that are crucial for the pharmacy's functioning but do not take place in front of customers.

Supportive tasks performed away from customer sight are essential in ensuring smooth operations and high-quality service delivery. For example, while a customer may interact with a pharmacist regarding their medication, there are numerous behind-the-scenes processes that ensure the pharmacist can effectively provide that service— such as checking stock levels, processing orders, or coordinating with suppliers.

In contrast, visible service interactions with customers involve direct communication and service delivery, while external marketing activities focus on attracting new customers. Public relations tasks concentrate on maintaining a favorable image of the pharmacy and engaging customers but do not necessarily fall under the category of backstage actions, as they may still involve visible components. Thus, the essence of backstage actions is encapsulated in supportive tasks that remain out of the customer’s view while being integral to the overall service experience.