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Explain How Customers Are an Important Element of the Service

question 37

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Explain how customers are an important element of the service encounter.


Definitions:

Dot-Com Bust

The collapse of numerous internet-based companies in the early 2000s following speculative investment in the technology sector.

Financial Meltdown

A sudden and severe downturn in the financial markets that leads to a loss of asset values and can trigger widespread economic crisis.

Equivocality

The existence of multiple and potentially conflicting interpretations or meanings in a situation or communication.

Weick

Karl E. Weick, an American organizational theorist known for his contributions to the understanding of organizational behavior and sensemaking.

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