What is Customer values and satisfaction related to infrastructure?

I believe the value and satisfaction of a customer requiring the service or product of any business is for the most part ultimately determined a good or bad experience by the customer by the seemingly nothing attitude of the worker(s) responsible for the delivery, presentation, issuance, etc of the sevice or product. A good product and service can be severely hampered in it's delivery by an too impersonal attitude and a sensitive and so