Explain how customers are an important element of the service encounter
What will be an ideal response?
The customer must supply the service provider with correct information, follow directions, and provide any needed input. If the customer does not perform his or her role, then the service encounter is likely to be a service failure.
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In 2014, Dallas Company had sales of $600,000; cost of sales of $430,000; interest expense of $12,000; and a gain on the sale of a component of $52,000; For its income statement, Dallas uses the single-step format and the all-inclusive concept. What was Dallas's reported pretax income from continuing operations?
A) $150,000 B) $170,000 C) $158,000 D) $118,000
Which element below is considered a “hard” influence tactic?
A. assertiveness B. personal appeals C. exchange D. inspirational appeals
Which of the following is an advantage that self-regulatory agencies such as the BBB and the NARB have over governmental laws and regulatory agencies?
A. Firms must strictly abide by the rulings of self-regulatory agencies. B. Establishment and implementation are usually less expensive. C. They have better tools to enforce their rulings. D. Guidelines are often stricter and create greater compliance from firms. E. Money is very rarely an issue in enforcing decisions of self-regulatory agencies.
Pestro is the manufacturer of a weed killer that is used in the public parks in Metroville. After the parks were sprayed, a group of children became ill and required hospitalization. Two dogs that had been with the group died. The parents of the children and the dog owners could:
a. could only bring suit for the dogs that died. b. Bring suit against Pestro but not against the city. c. not bring suit against Pestro because of a lack of privity. d. bring suit against Pestro under 402A even though there is no privity.