Which of the following statements is true of the service-positioning matrix (SPM)?
A) The horizontal axis of the SPM reflects the number of pathways built into a service system design by management.
B) The SPM mainly focuses on the alignment of process choice with the characteristics of the manufactured good.
C) The SPM helps management design a service system that best meets the technical and behavioral needs of customers.
D) The vertical axis of the SPM denotes the repeatability of a customer's service-encounter activity sequence.
C
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A company's ________ includes all the experiences the customer will have on the way to obtaining and using the offering
A) value proposition B) value delivery system C) customer-value analysis D) total customer benefit E) total customer cost
All of the following items would appear on the balance sheet except
a. Dividends b. Common Stock c. Accounts Receivable d. Retained Earnings
Select the term from the list provided that best describes each of the following descriptions.Your AnswerDescriptionTerm?A. The process of dividing a cost into parts and apportioning among cost objects1. Allocation?B. Items for which managers need to know the cost. Examples include products and departments.2. Allocation base?C. Factor determined by taking the total cost to be allocated and dividing by the appropriate cost driver3. Allocation rate?D. Costs that cannot be easily traced to a cost object4. Overhead cost?E. Adding together many costs to determine the cost of a cost object5. Cost?F. Another term used for a cost driver6. Cost accumulation?G. A factor such as a measure of activity that causes costs to increase or decrease7. Cost driver?H. Costs that are easily
traced to a cost object8. Cost objects?I. The amount of resources that must be sacrificed to obtain some benefit9. Cost pool?J. A Collection of individual costs that are added together and then allocated to cost objects10. Direct costs?K. Indirect costs of doing business that cannot be traced directly to a product, department, or process. Example: Depreciation11. Indirect costs What will be an ideal response?
What is the role of information systems?
a. To develop needed information and get it to the right people b. To make sure all employees understand what’s going on in the organization c. To keep employees accountable for mistakes they may be making d. To develop annual reports for shareholders