A Consumer Who Complains That the Stain Was Not Removed

question 39

Multiple Choice

A consumer who complains that the stain was not removed from her suit jacket is performing which of the following service delivery roles?

• A) Customer mix manager
• B) Competitor
• C) Productive resource
• D) Contributor to quality and satisfaction
• E) Recruiter

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Definitions:

Fructose

A simple ketonic monosaccharide found in many plants, sweeter than glucose, and used in foods and beverages.

Cyclic Hemiacetal

A molecule that results from the intramolecular reaction between an aldehyde and an alcohol in the same molecule, forming a cyclic structure with an ether bridge and an alcohol group.

Lactone

A cyclic ester that is formed by the intramolecular condensation of a hydroxy acid.

Structural Relationship

The way in which components of a molecular structure are connected or related, including bonds and spatial arrangements.