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Why Would a Customer Be Satisfied Sometimes with a Low

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Why would a customer be satisfied sometimes with a low level of customer service and other times with a high level of service?


Definitions:

Expected Value

A calculated average of all possible values for a random variable, weighted by their probabilities of occurrence.

Health Costs

Expenses associated with maintaining, improving, or treating an individual’s health, including medical care, medication, and hospitalization.

Moral Hazard

Moral hazard occurs when one party in an agreement can take risks because the negative consequences of their actions will be borne by another party.

Expected Value

The anticipated value of a variable, calculated as the sum of all possible values each multiplied by the probability of its occurrence.

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