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MKT.7:3 - Forces
| Tension | What must remain distinct |
|---|
| The provider values continuity; the customer’s need can end or change. | Useful continuation and renewal pursued for its own sake. |
| A complaint can reveal a failure or a changed expectation. | Restoring a promised contribution and negotiating a different one. |
| Commercial history informs the decision; past expenditure cannot be undone. | Historical economics and the consequences of today’s alternatives. |
| Several relations can involve the same people. | Distinguish paid service, voluntary cooperation and community participation by the agreements or rules governing each. |
| A relationship can end while obligations remain. | Future optional work, unfinished commitments and the actual completion of closure. |