The Competence Determinant of Service Quality Means Possession of the Required

question 73

True/False

The competence determinant of service quality means possession of the required skills and knowledge to perform the service.

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Definitions:

Standard Hours

A measure used in accounting to indicate the expected amount of time required to complete a task or project.

Actual Hours

The total time spent on a specific task or job by workers, typically measured in hours.

Variable Overhead Efficiency Variance

The difference between the standard cost of variable overhead allocated to production and the actual variable overhead incurred, based on the efficient use of the allocation base, such as labor-hours.

Standard Activity

A benchmark level of activity or performance against which actual outcomes can be measured.