Service Employees Are Important to Customers and Competitive Positioning, Because

question 28

Multiple Choice

Service employees are important to customers and competitive positioning, because the front line ____________.

• A)is the most visible part of the firm
• B)contains more employees than management
• C)is often the first to deal with customer complaints
• D)is better trained at dealing with customers than are managers
• E)all of the above

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Definitions:

Direct Labor

The compensation provided to workers directly engaged in manufacturing products or delivering services.

Period Cost

Expenses that are incurred during a specific accounting period but not directly tied to the production process, such as selling, general, and administrative expenses.

General Cost

A type of expense that is not directly tied to production or operations but is necessary for overall business function, like utilities or rent.

Prime Costs

The combined costs of direct materials and direct labor that are directly attributable to the manufacturing process.