What term is used to describe employees in the context of a service team performance?

The term "cast members" is commonly used in the context of service teams, particularly in the travel and tourism industry, as it emphasizes the idea that employees are part of a performance that delivers an experience to customers. This terminology is often associated with theme parks and attractions, where staff are not just seen as workers but as integral pieces of the entertainment experience. By framing employees as "cast members," organizations aim to create a more engaging and immersive environment for guests, enhancing the overall service delivery.

In contrast, "staff members," "service agents," and "personnel" are more generic terms that do not encapsulate the performance aspect associated with customer interaction in the same way. While they accurately describe roles within an organization, they lack the thematic and experiential connotation that "cast members" provides, especially in settings where the quality of service is deeply tied to the entertainment experience. Therefore, referring to employees as "cast members" in the context of service teams highlights their role in creating a cohesive and memorable experience for customers.