In Which of the Following Situations Is It Easier to Restore

question 64

Multiple Choice

In which of the following situations is it easier to restore customer satisfaction through prompt service recovery efforts?

• A)with a customer who has a long-term relationship with the organization and has been satisfied with its past performance
• B)with a customer who is focused more on the transaction and has no prior relationship with the organization
• C)with a customer who has a long-term relationship with the organization and has not been satisfied with its past performance
• D)with a customer who is reluctant to trust the organization's performance

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Definitions:

Standard Cost Card

A detailed listing of the standard amounts of inputs and their costs that are required to produce one unit of a specific product.

Variable Cost

Costs that change in proportion to changes in the volume of output or activity.

Labor Efficiency Variance

The difference between the actual labor hours used in production and the standard labor hours expected to produce a certain quantity of goods, reflecting efficiency in labor use.

Labor Standards

The established amount of time required to perform a specific task or job, used in planning and evaluating labor efficiency.