An External Customer Service Audit Would Most Likely Identify Which

question 2

Multiple Choice

An external customer service audit would most likely identify which of the following?

• A) Service characteristics that are important to shareholders
• B) Service characteristics that are important to firm executives
• C) Service characteristics that are important to suppliers
• D) Service characteristics that are important to customers and customer expectations for those characteristics

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Definitions:

Unrealized Gains

Profits from investments that have increased in value but have not been sold, and therefore are not yet considered income.

Goodwill

An intangible asset that arises when a business is acquired for more than the fair value of its net identifiable assets, reflecting the value of the company’s brand, customer relationships, and other factors.

Common Stock

Equity ownership in a corporation, giving shareholders voting rights and a share in the company's profits through dividends.

Fair Value

The amount one would get from selling an asset or the cost incurred to transfer a liability during a regulated transaction with participants in the market as of the valuation date.