American Express's "Service Tracking Report" Systematically Measures Both Customer Satisfaction

question 37

Multiple Choice

American Express's "Service Tracking Report" systematically measures both customer satisfaction and employee performance worldwide.Compiled on a monthly basis,the document uses statistics to measure the performance of business units throughout the world against more than 100 service quality factors related to their customers' three major service dimensions-responsiveness,timeliness and accuracy.American Express's "Service Tracking Report" is a(n) :

• A) Service performance index
• B) Quality improvement measure
• C) Total quality management assessment
• D) Customer service indicator
• E) Internal-external service control benchmark

Recognize how direct and indirect costs are recorded and allocated in job-order costing.

Distinguish between direct materials, direct labor, and manufacturing overhead in cost accounting.

Describe the process of closing underapplied or overapplied manufacturing overhead to Cost of Goods Sold.

Calculate the total cost of goods manufactured.

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Definitions:

Borrow

The act of receiving something of value in exchange for the promise to return it or its equivalent at a later date.

Credit Card Company

A financial institution that issues credit cards, extending credit for consumers to purchase goods and services with the promise of future repayment.

Service Charge

An additional fee charged for services rendered, often seen in the hospitality and banking industries.

Merchandise Sale

The process of selling goods that are purchased for resale, constituting a primary revenue source for retail businesses.