An Episode in Which a Customer Comes in Contact with Any

question 24

Multiple Choice

An episode in which a customer comes in contact with any aspect of the company, however remote, and thereby has an opportunity to form an impression is called

• A) a moment of truth.
• B) empowerment.
• C) a first impression.
• D) none of the above.

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Definitions:

Cells

In a manufacturing or production context, refers to a group of machines or workstations arranged to optimize the flow of materials and processes for efficient production.

Sources

The origins or points of supply for goods, services, or information.

Destinations

The end points or locations to which something or someone is directed or being sent.

Optimal Solution

The best possible outcome or answer to a problem, derived from a set of constraints and objectives.