Arlena's Father, Mr

question 20

Multiple Choice

Arlena's father, Mr. Muntz, is in the hospital, and the doctor tells Arlena that her father's kidneys have failed. Her father will have to go on hemodialysis. What does this mean?

• A) Mr. Muntz's blood is dissolving. He will need a blood transfusion.
• B) Mr. Muntz will need a strong medication to produce diuresis, or excess urination.
• C) Mr. Muntz's kidneys are no longer removing waste products from his blood. His blood will have to be pushed through a machine to filter out the waste products.
• D) Mr. Muntz has a blockage, and he will need a urinary catheterization.

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Definitions:

Delivery Gap

A discrepancy between a company's service delivery standards and the actual service delivered, often leading to customer dissatisfaction.

Positive Word of Mouth

The spread of favorable information and recommendations about a product, service, or brand through conversations among consumers.

Empowerment Gap

The difference between what customers expect in terms of control and influence over a service, and what they perceive they actually receive.

Important Customer

A customer considered valuable to a business due to factors like frequent purchases, high order value, or strategic significance, warranting special attention or service.