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Scenario 13.2 Use the Following to Answer the Questions

question 43

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Scenario 13.2
Use the following to answer the questions.
Kaycee Petit needed to find a new company to prepare her tax return this year. Kaycee looked in the yellow pages of the phone book and went on the Internet to find information about any tax preparers in the area. She found the names and numbers of several accountants, as well as the popular H&R Block and Jackson Hewitt. Since Kaycee has a somewhat complicated financial situation, she decided on using an accountant rather than the two popular companies. Kaycee found the websites of three of the accountants, but the other two were not on the Internet. She visited the offices of the three accountants who had websites. The first office was in a somewhat "seedy" part of town, but had a nice interior and a receptionist. The second office was in a nicer part of town, but did not have any employees other than the accountant, and had old furniture and old carpet. The third office was all around in better condition, and Kaycee felt better about its accountant, so she decided on him.
Refer to Scenario 13.2. When using an accountant to prepare her tax return, Kaycee really can't determine the level of the accountant's expertise, or whether the accountant actually determined the absolute highest dollar amount Kaycee could have legally received. This is an example of the ____ of a service.


Definitions:

Management Function

The roles and activities undertaken by managers to ensure the organization's objectives are met, typically including planning, organizing, leading, and controlling.

Affirmative Action Program

A policy or a set of measures aimed at increasing the opportunities for historically underrepresented groups in areas such as education, employment, and business.

Emotional Intelligence

The capacity to identify, comprehend, and control one’s own feelings as well as the feelings of other people.

Technical Skill

The ability and knowledge to perform specific tasks related to a particular field of work, often involving specialized techniques or equipment.

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