After Sending Registered Letters to the Roofing Company, Numerous Attempts

question 100

Multiple Choice

After sending registered letters to the roofing company, numerous attempts to contact the president of the company by phone, and sending copies of the complaint to the Better Business Bureau, you finally received a response from the firm that did not satisfy you. In desperation, you decided to have another company complete the repairs to your home. This is an example of what kind of customer switching behaviour on your part?

• A) competition
• B) inconvenience
• C) service encounter failures
• D) response to service failure
• E) involuntary switching

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Definitions:

Activity Level

In management accounting, this refers to the amount of production or the volume of services to be provided. It's often used in budgeting and to measure performance.

Flexible Budget Performance Report

A report that compares the actual performance against a budget that adjusts based on the level of activity.

Work in Process

Refers to partially finished goods in manufacturing, representing costs tied up in production but not yet completed.

Materials Variances

Differences between the actual costs of materials used in production and the standard or expected costs.