Services Can Be Judged on Customer Importance and Company Performance

question 22

Multiple Choice

Services can be judged on customer importance and company performance.________ is used to rate the various elements of the service bundle and identify what actions are required.

• A) SERVQAL
• B) Consumer-quality analysis
• C) Importance-performance analysis
• D) Key-service indices analysis
• E) Reliability-service indices analysis

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Definitions:

Applied to Production

Pertaining to costs or accounting methodologies directly associated with the manufacturing or creation process of goods or services.

Work in Process Inventory

Goods partially completed but not yet ready for sale, particularly in manufacturing, representing an ongoing production stage.

Direct Materials

Basic substances that are specifically identifiable in the creation of a particular product.

Indirect Materials

Materials used in the production process but not directly traceable to a finished product, such as lubricants and cleaning supplies.