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What is the significance of the moments of truth metaphor in the service encounter stage? a. It highlights the importance of effectively managing service touch

What is the significance of the "moments of truth" metaphor in the service encounter stage? a. It highlights the importance of effectively managing service touch points. b. It emphasizes the unpredictability of service encounters. c. It emphasizes the duration of service encounters. d. It focuses on the frequency of customer interactions

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