To Override a Governor's Veto Requires a

question 33

Multiple Choice

To override a governor's veto requires a

• A) three-fifths vote in the chamber of origin only.
• B) two-thirds vote in both chambers.
• C) two-thirds vote in the chamber of origin and a majority vote in the second chamber.
• D) majority vote in the chamber of origin and a two-thirds vote in the second chamber.
• E) three-fourths vote in both chambers.

Realize the impact of service recovery measures on customer satisfaction.

Differentiate between various forms of fairness (distributive, procedural, and interactional) in service recovery.

Analyze the importance of specific and measurable service quality standards.

Appreciate the unique challenges and opportunities presented by the intangibility of services.

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Definitions:

Flexible Budget

A budget that molds itself to fit changes in the volume or intensity of activity.

Other Expenses

Costs not directly related to the production or selling of goods and services, such as interest expenses and loss from foreign exchange.

Containers Refurbished

Used containers that have been restored to good condition and functionality for reuse.

Activity Variance

A measure of the difference between the actual level of activity and the planned level of activity.