Services Often Depend on the People Who Provide Them

question 23

Multiple Choice

Services often depend on the people who provide them. As a result, their quality varies with each person's capabilities and day-to-day job performance. This element of services is referred to as

• A) incongruity.
• B) differentiation.
• C) variation.
• D) inconsistency.
• E) intangibility.

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Definitions:

Responsibility Accounting Reports

Financial reports that measure the financial performance of different segments or departments of an organization, attributing revenues and expenses to the managers responsible.

Higher Levels

A term indicating advanced stages or degrees of complexity, often used in reference to education, management, or organizational structure.

Management

The process of coordinating and overseeing the work activities of others to achieve organizational goals efficiently and effectively.

Direct Expense

Costs that can be directly attributed to the production of specific goods or services, such as raw materials and labor.