Services That Do Not Meet Customer Expectations Are Called

question 32

Multiple Choice

Services that do not meet customer expectations are called:

• A)service failures.
• B)critical incidents.
• C)servuction failures.
• D)service recoveries.
• E)instrumental complaints.

Recognize the value of transcription in qualitative research for identifying patterns.

Understand how surveys and their specific question types (closed-ended, open-ended, Likert scales) can impact research data.

Appreciate the depth and authenticity that interviews bring to research by giving voice to participants.

Understand the relationship between financial ratios, including current ratio and quick ratio, and firm performance.

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Definitions:

Unused Capacity

Resources available for use that are not being employed in production, often representing inefficiency.

Estimated Activity

An approximation of the level of effort, production volume, or usage that forms the basis for budgeting and costing activities.

Activity at Capacity

Refers to the maximum level of work that an organization can achieve with its current resources and constraints.

Predetermined Overhead Rate

An estimated overhead rate used to assign manufacturing overhead costs to products or job orders, based on a planned activity level.