The combined ratio is:
A) the loss ratio plus the expense ratio
B) a measure of underwriting losses
C) the loss ratio divided by the expense ratio
D) a measure of capital gains and dividend returns
A
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Alberto’s New York Sirloin, ordered medium, was brought out overcooked. Unfortunately, this meant he would have to wait for another steak to be cooked and they had tickets to a play. The staff promised they could get the steak out quickly, but when the new steak came out it was extremely rare. The service recovery plan was to simply not charge Alberto for his meal that he never ate. However, they still charged him for his 2 cocktails. This type of justice is ______.
a. equitable b. distributive c. procedural d. interactional
The fact that services cannot be stored for future use leads to services being described as ______.
a. time-perishable b. readily depreciated c. consumable d. temporary
To achieve a sincere tone, avoid obvious flattery
Indicate whether the statement is true or false
In a Six Sigma process, a defect is ______.
a. anything that falls outside of customer specifications limits (USL and LSL) b. something that occurs less than 99.9997% of the time c. anything that does not meet government regulations d. anything that does not meet ISO requirements