When a Customer Does Not Understand His or Her Role

question 15

Multiple Choice

When a customer does not understand his or her role in the service delivery process,he or she is contributing to provider:

• A) Gap 1
• B) Gap 2
• C) Gap 3
• D) Gap 4

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Definitions:

Payoff

The return or outcome received from an investment or action.

Convertible Bond

A type of bond that can be converted into a predetermined number of the issuing company's shares at certain times during its life, usually at the discretion of the bondholder.

Conversion Value

The value of a convertible security if it is converted into the underlying stock.

Straight Debt

Traditional corporate bonds that have a fixed interest rate and mature on a specific date, without any conversion or exchange rights into other forms of securities.