H&R Block, a Major Tax Preparation Firm, Reported Having a Problem

question 38

Multiple Choice

H&R Block, a major tax preparation firm, reported having a problem with its employees being inconsistent in the filing of returns. The firm is experiencing a problem with which of the following characteristics of the service offering?

• A) Tangibility
• B) Intangibility
• C) Perishability
• D) Inseparability
• E) Heterogeneity

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Definitions:

Technology Use

The application of scientific knowledge for practical purposes, especially in industry and daily life.

Time Efficiency

Refers to the effective use of time to maximize productivity or achieve a task within the shortest possible duration.

Account Analysis

The process of evaluating the sales potential and profitability of individual customer accounts.

Break-even Volume

The number of units that must be sold to cover all costs, after which point profitability begins.