The Dimension of Responsiveness Used by Customers to Determine Overall

question 95

Multiple Choice

The dimension of responsiveness used by customers to determine overall service quality refers to the:

• A)knowledge of and courtesy used by employees and their ability to convey trust and confidence.
• B)willingness of service providers to help customers and provide prompt service.
• C)ability of service providers to perform a service dependably and accurately.
• D)caring, individualized attention provided to customers by service providers.
• E)appearance of physical facilities, equipment, personnel, and other aspects of services.

Distinguish between different motivation and incentive systems, including profit-sharing and stock options.

Grasp the concept of employment stability policies and their impact on labor management.

Know the objectives of human resource strategies in effectively utilizing labor and designing jobs.

Differentiate between job enlargement and job enrichment in terms of responsibilities and outcomes.

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Definitions:

Variable Overhead Rate

A measure used to estimate the variable costs that a business incurs during the production of a good or service.

Direct Labor Hours

The amount of time spent by workers directly involved in manufacturing a product.

Direct Materials

Raw materials that can be directly linked to the production of specific goods or services in a manufacturing process.

Fluid Ounces

A unit of volume used primarily in the United States to measure liquids, equivalent to approximately 29.57 ml.