Scenario 11

question 53

Multiple Choice

Scenario 11.3 Use the following to answer the questions.
The YMCA in mid-town Atlanta has recently upgraded its facilities, including building a new Olympic-sized swimming pool and children's playground. All locations of the Atlanta "Y" are open from 6:00 am until 11:00 pm, 360 days a year. The children's playground is accessible for members only, and is a fenced and secured area. During the weekdays, children under the age of 12 can engage in supervised activities at the playground, for no extra fee. Additionally, there are swimming classes for children of all ages, which is also covered by the monthly membership fee. The swimming pool has been very popular with the professionals who stop by for a swimming workout before or after work.
Many of the YMCA locations are very busy all day, however, the midtown "Y" is busier during the early morning and early evenings. At a recent meeting, Maya Sinclair, its manager, shared her concerns about getting more people into the "Y" at other times of the day. She asked for ideas from her staff about how to do this. She also said that the city of Atlanta had reduced the "Y"'s funding for the next year by 20%. This would cause a need for the "Y" to either gain additional members or charge more per member for the annual fee.
Refer to Scenario 11.3. One of Maya's staff suggested that they offer senior citizens a free month of membership for every person they recommended to the "Y." This particular form of promotion would be designed to

• A) increase perceptions of quality.
• B) increase positive word-of-mouth communication.
• C) increase negative word-of-mouth communication.
• D) increase advertising effectiveness.
• E) increase the customer contact associated with the "Y."

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Definitions:

Factory Overhead

Factory overhead comprises all indirect costs involved in the manufacturing process, including utilities, maintenance, and factory equipment depreciation.

Factory Overhead

Indirect manufacturing costs that cannot be directly attributed to specific units produced, such as utility costs, maintenance, and salaries of non-direct labor.

Activity-based Costing

A costing methodology that assigns costs to products or services based on the activities that go into making them, aiming to provide more accurate product costs.

Service Quality

The evaluation of how well a delivered service matches the customer's expectations, often a key factor in customer satisfaction and loyalty.