When Theo complained out loud that the hotel restaurant did not serve breakfast late enough in the morning, a hotel worker overheard him and went to the kitchen. When the hotel worker returned, he presented Theo with a plate of sweet rolls, a cup of coffee and the hotel's apology for having to close down the breakfast service early. Which service recovery strategy is being used in this example?
A. Respond quickly
B. Treat customers proactively
C. Learn from lost customers
D. Use procedural fairness
E. Make the service fail safe
Answer: A
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Who will most likely be willing to pay for high-value-added channels?
A) early buyers of a product B) internal customers of a company C) small and matured buyers of an industry D) consumers of low involvement products E) repeat customers of a product
Answer the following statements true (T) or false (F)
1. A modification of the overhead allocation method which uses a single plantwide rate, is to use multiple predetermined overhead allocation rates that have a single allocation base. 2. When a manufacturer changes from using a single plantwide predetermined overhead rate to multiple predetermined overhead allocation rates, the product unit cost may be more accurate. 3. In selecting machine usage as the primary cost driver of overhead costs for the Production Department, management feels that there is a direct relationship between the number of machine hours used and the amount of overhead costs incurred. 4. Managers are able to set an accurate selling price without knowing product cost information. 5. Use of a single plantwide overhead rate assumes that there is a direct relationship between the allocation base and overhead costs in all plant activities.
Brandi has chosen identity theft as her persuasive topic. She would like to be sure members of her class learn not only how widespread the problem is, but also how identity thieves succeed in perpetrating this fraud and how her classmates can avoid being victimized. Which organizational pattern would be her best choice for this topic?
a. cause-and-effect b. Monroe’s Motivated Sequence c. topical d. problem-cause-solution
________ is presided over by a neutral adviser, but the settlement authority resides with senior executives of the disputing corporations
A) Non-binding arbitration B) Binding arbitration C) A minitrial D) Mediation