In a service business, the customer and front-line service employee interact to create the service. True or False?

Till yet what I experineced, shall do not favor.

Customer is a entity seeking service not the creator of service

And employee is a entity who displays the service in market.

NEED IS THE CREATOR OF SERVICE OR PRODUCT.

Due to need customer came to you and due to need your company designed the services.

true

False,  because in my opinion both have different purposes. For example when frontline service employee ineteracts to customers, his purpose, and struggle is to promote and sell services of his company while customers are buyers, they buy servies if they find best to them.  

The front line employees in a service business are the image of the whole business! Therefore their role in creating the service is really essential in the whole process! The customer will build their satisfaction among this interaction negatively or positively and shall become loyal or bad mouth about the business!