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The moment of contact where external promises are upheld or broken is the:
AService encounter
BService enclosure
CService endowment
DService enactment
Answer & Solution
Correct answer: A. Service encounter
1. Provider and customer meet there.
2. It decides short-term satisfaction.
3. It is the service encounter.
_Source: OpenStax Principles of Marketing, Chapter 11, Services: The Intangible Product._
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