Final answer:
The moment of truth is any instance when a customer initially contacts any organizational element or representative.
Step-by-step explanation:
The correct answer is c. moment of truth. The moment of truth refers to any instance when a customer initially contacts any organizational element or representative. It is a critical moment that can shape the customer's perception of the organization and its service. For example, when a customer calls a company's customer service line for assistance, that interaction becomes a moment of truth as the customer forms an impression based on the service received.