Which of the Following Statements About Service Failures Is Most

question 201

Multiple Choice

Which of the following statements about service failures is most accurate?

• A)Only 5 to 10 percent of dissatisfied customers choose to complain to the company.
• B)Once customers complain, they expect all of their demands to be met.
• C)Only 20 percent of consumers will give a company a second chance if they are not fully satisfied during the first encounter.
• D)People are twice as likely to share good service experiences as bad experiences.
• E)Monitoring social media websites such as YouTube, Twitter, and Facebook are a waste of time since the complaints presented are usually isolated instances and are not indicative of the actual service delivered.

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Definitions:

Work in Process

Items that are in the production process but have not yet been completed, representing a component of inventory costs.

Direct Labor

The wages and related benefits of employees who are directly involved in the production of goods or in providing services.

FIFO Method

A technique for inventory valuation and cost determination where goods first introduced into inventory are the first to be sold.

Process Costing System

An accounting method used for homogeneous products, where costs are assigned to processes or departments and averaged over the units produced.