Pound Industries' Customer Service Department Follows Up on Customer Complaints

question 27

Multiple Choice

Pound Industries' customer service department follows up on customer complaints by telephone inquiry. During a recent period, the department initiated 10,000 calls and incurred costs of $312,000. Of these calls, 3,800 were for the company's wholesale operation; the remainder was for the retail division. Costs allocated to the wholesale operation are:

• A) $0.
• B) $31,200.
• C) $118,560.
• D) $193,440.
• E) $203,000.

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Definitions:

Job Performance

The level of effectiveness and efficiency with which an individual fulfills their job roles and responsibilities.

Ethical Sensitivity

The ability to perceive and evaluate the ethical aspects of a situation or decision-making process.

Moral Intensity

The degree to which a situation or decision has ethical significance, influencing individuals’ moral judgments and behaviors.

Utilitarianism Rule

A principle in ethics stating that the best action is the one that maximizes utility, often defined in terms of the wellbeing of sentient entities.