Determining How One's Customers' Needs and Perceptions Are Changing Is

question 46

Multiple Choice

Determining how one's customers' needs and perceptions are changing is a part of:

• A) developing a strategy to minimize critical encounters.
• B) developing a service strategy.
• C) increasing service resilience.
• D) developing social cognition.
• E) transitioning from using relationship selling to using traditional selling.

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Definitions:

Interest Rate Risk

The risk that an investment's value will change due to a change in the absolute level of interest rates, in the spread between two rates, or in any other interest rate measure.

Duration Of Assets

The sensitivity of an asset's price to interest rate changes, expressed in years.

Duration Of Liabilities

A measure of the sensitivity of the price (the value of principal) of a fixed-income investment to a change in interest rates, expressed in years.

Yield To Maturity

The total return expected on a bond if it is held until its maturity date.