In a service organization, who is typically considered the real boss?

In a service organization, the guest seeking the services is often viewed as the real boss because their satisfaction and experience directly dictate the success of the organization. The primary focus of a service organization is to meet and exceed the expectations of guests, ensuring that their needs are prioritized during every interaction. This guest-centric approach recognizes that without guests, there would be no business; their feedback and preferences guide service delivery and improvements.

While employees managing the desks and the management team play vital roles in facilitating service and operations, their activities are ultimately centered around pleasing the guests. The CEO, although influential in setting the vision and direction of the organization, operates at a higher strategic level, often detached from day-to-day guest interactions. In contrast, the guest’s perspective and satisfaction are the driving forces behind service standards, employee performance, and organizational success. This dynamic illustrates the fundamental service-oriented philosophy that guests hold the power in shaping their service experience.