Examlex
According to Jan Carlzon 1987,the 'moment of truth' in customer service refers to
Behavior
The actions, conduct, or response of an individual or group towards stimuli or in various situations.
Worker Turnover
The rate at which workers exit an organization and are subsequently replaced by new employees.
Production Costs
The total expenses incurred in the manufacture of a product, including materials, labor, and overhead costs.
Human Resource Management
The strategic approach to the effective management of people in an organization, focusing on policies and systems to improve employee performance and satisfaction.
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