A Version of a Customer Contact Audit That Includes All

question 204

Multiple Choice

A version of a customer contact audit that includes all employee actions and acknowledges that services are designed to be "experiences" is referred to as

• A) a service continuum.
• B) gap analysis.
• C) a service blueprint.
• D) an experience economy.
• E) a service audit.

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Definitions:

Equilibrium

A state of balance or stability within a system, where competing forces or influences are in equal opposition.

Sound Waves

Vibrations that travel through air or another medium and can be heard when they reach a person's or animal's ear.

Otolith

Small calcified structures found in the inner ear of vertebrates, crucial for balance and hearing by detecting motion and orientation.

Middle Ear

A part of the ear that contains three small bones known as the ossicles, responsible for transmitting sound from the outer ear to the inner ear.