How are customers’ expectations formed? Explain the difference between desired service and adequate service with reference to a service experience you’ve had recently.
> The FASB is the official body charged with issuing accounting standards. Required: a. Discuss the structure of the FASB. b. How are the Financial Accounting Foundation members nominated?
> On January 1, 2016, as an incentive to improved performance of duties, Recycling Corporation adopted a qualified stock option plan to grant corporate executives nontransferable stock options to 500,000 shares of its unissued $1 par value common stock. Th
> During the early 2000s, the role of accounting and the auditing profession changed, and several accounting scandals were uncovered. Required: a. What conditions caused accounting and the auditing profession role to change during this time? b. What major
> The nineteenth century witnessed the evolution of joint ventures into business corporations. Required: Discuss how the emergence and growth of the corporate form of business affected perceptions regarding the role of the accounting profession in financia
> At the completion of the Darby Department Store audit, the president asks about the meaning of the phrase “in conformity with generally accepted accounting principles,” which appears in your audit report on the management’s financial statements. He obser
> Some accountants have said that politicalization in the development and acceptance of generally accepted accounting principles (i.e., standard setting) is taking place. Some use the term politicalization in a narrow sense to mean the influence by govern
> The Financial Accounting Standards Board (FASB) has developed a conceptual framework for financial accounting and reporting. The FASB has issued eight Statements of Financial Accounting Concepts. These statements are intended to set forth the objective a
> On October 2004, the FASB and IASB decided to add to their agendas a joint project to develop an improved and common conceptual framework that is based on and builds on their existing frameworks. Required: a. What is the goal of this project? b. List and
> General Motors and Ford use the last‐in, first‐out (LIFO) method to value their inventories. Honda (of Japan) and Daimler‐Benz (manufacturer of Mercedes‐Benz of Germany) use the first‐in, first‐out (FIFO) method. Under LIFO, recent costs are expensed as
> Under U.S. GAAP, property, plant, and equipment are reported at historical cost net of accumulated depreciation. These assets are written down to fair value when it is determined that they have been impaired. A number of other countries, including Austra
> The International Accounting Standards Committee’s Framework for the Preparation of Financial Statements identifies four primary qualitative characteristics. Required: a. Discuss the four qualitative characteristics identified by the IASB. b. Contrast an
> The capital asset pricing model illustrates how risk is incorporated into user decision models. Required: Discuss the capital asset pricing model, including systematic and unsystematic risk, β, the relationship between risk and return, how to avoid risk,
> Stock options are widely used as a form of compensation for corporate executives. Required: a. Identify five methods that had been proposed for determining the value of executive stock options before the release of SFAS No. 123R. b. Discuss the conceptua
> Current accounting for leases requires that certain leases be capitalized. For capital leases, an asset and the associated liability are recorded. Whether or not the lease is capitalized, the cash flows are the same. The rental payments are set by contra
> The FASB has issued SFAS No. 106, “Employers’ Accounting for Postretirement Benefits Other than Pensions” (see FASB ASC 715), and SFAS No. 112, “Employers’ Accounting for Postemployment Benefits” (see FASB ASC 712). These pronouncements required companie
> Critical perspective research views accounting in a manner somewhat different from traditional accounting research. Required: a. What is critical perspective research? b. How does it differ from traditional accounting research? c. What are the three assu
> The study of the ability of individuals to interpret information is classified as human information processing research. Required: Discuss human information processing research. What is the general finding of this research? What are the consequences of t
> Agency theory provides an explanation for the development of accounting theory. Required: Discuss agency theory, including its basic assumptions, agency relationships, why the political process affects agency relationships, and why it does or does not ex
> Various research methodologies are available with which to study the development of accounting theory. Required: Discuss the deductive, inductive, and pragmatic research methods. Include in your discussion examples of accounting research that used each m
> Criticisms of the EMH and the rational market theory were arising as far back as the early 1970s. These critics were noting events that could not be explained by the EMH. These unexplainable results were termed anomalies. Four basic types of anomalies ha
> The efficient market hypothesis is an extension of the supply and demand model. Required: a. Discuss the assumptions of the supply and demand model inherent in the EMH. b. Why is the securities market viewed as a good example of the supply and demand mod
> According to agency theory, the existence of debt imposes agency costs. Required: a. What are agency costs? b. Explain why an increase in debt would increase agency costs and what the resulting effect would be for debt holders. c. What strategy might deb
> What is fundamental analysis and what is its goal?
> Carrol, Inc., accomplished a quasi‐reorganization effective December 31, 2017. Immediately before the quasi‐reorganization, the stockholders’ equity was as follows: Common Stock, Par Value ………………………. $10 per Share Authorized issued and outstanding …………
> A Repo 105 is an accounting technique which is used by companies to improve the appearance of their financial statements. Required: Discuss Repo105 accounting
> Global Warming Company operates several plants at which limestone is processed into quicklime and hydrated lime. The Smokey Haze plant, where most of the equipment was installed many years ago, continually deposits a dusty white substance over the surrou
> An accountant must be familiar with the concepts involved in determining earnings of a business entity. The amount of earnings reported for a business entity is dependent on the proper recognition, in general, of revenue and expense for a given time peri
> Putnam, a construction company, enters into a contract to construct a commercial building for a customer on land owned by the customer for $1 million the contract also stipulated a bonus of $200,000 if the building is completed within 24 months. Putnam a
> Mosaic, a fixed-line communications company, enters into a contract with a customer to provide voice and data services for 24 months at a fixed charge of $100 per month. After six months, the customer decides to add TV services for an incremental fee of
> Woodlawn Hospital participates in the Medicare program and has agreed to accept Medicare’s rates as payment in full for services rendered to Medicare beneficiaries. It usually takes three years from the year that services were rendered for Medicare to va
> Morgan Company provides transportation to ski lodge customers to and from area lodging under a one-year agreement. Morgan is required to provide scheduled transportation throughout the year for a fixed fee of $250,000 annually. Morgan Company also is ent
> Logan Company sells computers to customers. The computers cost $1,000.00 and come with a one- year assurance warranty. Additionally, Logan offers an extended three-year service type warranty to customers for $99.00. During 2017 Logan sold 875 computers a
> Under FASB ASC 606, revenue is recognized when there is a performance obligation. Required: a. What is a performance obligation? b. Under what conditions does a performance obligation exist? c. When must multiple performance obligations in a revenue arr
> Albert Company manufactures specialized equipment. Albert Company enters into a $100,000 arrangement to purchase and deliver this equipment and provide implementation/installation services after the delivery. The level of effort to complete the implement
> For numerous reasons, a corporation may reacquire shares of its own capital stock. When a company purchases treasury stock, it has two options of how to account for the shares: the cost method and the par value method. Required: Compare and contrast the
> Ro It has been argued that by the time financial statements are issued, the market price of shares already reflects the information contained in them; hence, accounting information is not relevant. The arguments for both debate teams should address all t
> A comprehensive theory of accounting has yet to be developed. Team Debate Team 1: Present arguments that support reliance on positive theory to develop a general theory of accounting. Team 2: Present arguments that support reliance on normative theory to
> Proponents of critical perspectives research believe that mainstream accounting research relies on assumptions that are considered in a vacuum, which does not mirror reality. Team Debate: Team 1: Present arguments supporting critical perspective research
> SFAC No. 5 states that the concept of capital maintenance is critical in distinguishing an enterprise’s return on investment from return of its investment. Two concepts of capital maintenance are discussed: physical capital maintenance and financial capi
> Some accounting theorists believe that entry values should be used to measure current value, and others believe that exit values should be used instead. Team Debate: Team 1: Present arguments in favor of using entry values to measure current value. Team
> Economists and accountants agree that the concept of income is vitally important. However, the two disciplines disagree on what income is and how it should be measured. Team Debate: Team 1: Present arguments in favor of the economist’s view of the concep
> One reason accounting earnings might not be a realistic measure of economic income is the incentive and ability of business managers to manipulate reported profits for their own benefit. This may be particularly true when their company has an incentive c
> Keeping an asset implies reinvestment in the asset. Finance theory is consistent with the notion that reinvestment is at current value, or replacement cost. Such a decision is presumably based on comparing expected future cash flows that will be generate
> Joe Mason acquired land on which he will construct a new restaurant. A chemical plant had once occupied the site. Government regulations require Mason to clean up the chemical residue before building. The cost of the cleanup is material. Required: a. Und
> Among the principal topics related to the accounting for the property, plant, and equipment of a company are acquisitions and retirements. Required: a. What expenditures should be capitalized when equipment is acquired for cash? b. Assume the market valu
> Drake Company reported the following for 2017: Current assets…………………………………………….……… $87,000 Current liabilities ……………………………………..…………. 19,000 Revenues ……………………………………………….………… 450,000 Cost of goods sold ……………………………..…….……….. 220,000 Noncurrent assets ………………
> The U.S. Securities and Exchange Commission (SEC) was created in 1934 and consists of five commissioners and a large professional staff. The SEC professional staff is organized into five divisions and several principal offices. The primary objective of t
> Imagine that you have been hired as a consultant to give advice to the Palace Hotel. Consider the options facing the hotel based on the four attributes in the positioning charts (Figures 3.15 and Figure 3.16). What actions do you recommend for the Palace
> Choose an industry you are familiar with (such as cell phone services, credit cards, or online music stores) and create a perceptual map showing the competitive positions of different service providers in that industry. Use attributes you believe are det
> Why do consumer’s perceptions of risk play an important role in choosing between alternative service offers? How can firms reduce consumer risk perceptions?
> Explain why services tend to be harder for customers to evaluate than goods.
> Describe search, experience, and credence attributes, and give examples of each.
> What is the difference between the linear compensatory rule and the conjunctive rule?
> Explain the three-stage model of service consumption.
> What is service quality? How is it different from customer satisfaction?
> Describe the relationship between customer expectations and customer satisfaction.
> What are the elements of a customer-driven services marketing strategy?
> How do the concepts of theater, role theory, and script theory help to provide insights into consumer behavior during the service encounter?
> Describe the difference between high-contact and low-contact services, and explain how the nature of a customer’s experience may differ between the two.
> What are “moments of truth”?
> What are the backstage elements of a. A car repair facility, b. An airline, c. A university, and d. A consulting firm? Under what circumstances would it be appropriate or even desirable to allow customers to see some of these backstage elements, and
> What are the five powerful forces transforming the service landscape, and what impact do they have on the service economy?
> What are the main reasons for the growing share 0f the service sector in all major economies of the world?
> What are the implications of the service–profit chain for service management?
> Why do the marketing, operations, human resource management, and IT functions need to be closely coordinated in service organizations?
> “The 4 Ps are all a marketing manager needs to create a marketing strategy for a service business.” Prepare a response that argues against this, and support it with examples.
> What is so special about services marketing that it needs a special approach?
> What is the difference between ideal capacity and maximum capacity? Provide examples of a situation where (a) The two might be the same and (b) The two are different.
> Describe the four broad “processing” categories of services, and provide examples for each.
> Explain how the concepts in Chapter 1 are relevant to the marketing of a religious institution, or a non-profit organization such as World Wildlife Fund.
> Why would growth in business services help individual firms and entire economies become more productive?
> Give examples of how Internet and telecommunications technologies (e.g., mobile commerce [M-Commerce] and apps) have changed some of the services you use.
> Visit the websites of the following national statistical bureaus: U.S. Bureau of Economic Analysis (www. bea.gov); Eurostat (ec.europa.eu/eurostat); and the espective websites for your country if they are not covered here. In each instance, obtain data o
> How can you measure service quality?
> What are the five dimensions of service quality?
> What are the potential ways to implement IMC?
> How can service firms use residual service capacity after all strategies of matching supply and demand have been exhausted?
> How can companies use corporate design to differentiate themselves?
> How does blueprinting help us to better understand the service process from the perspectives of the key actors (i.e., customers and the employees from different service departments and functional areas) in a serviced process?
> What are the benefits of having an effective reservations system?
> How can you test whether an SST has the potential to be successful, and what can a firm do to increase its chances of customer adoption?
> What factors do service companies need to understand in order to choose a distribution strategy for going international that still allows it to control its intellectual property and sources of value creation?
> How can firms make waiting more pleasant for their customers?
> Explain what factors make customers like and dislike self-service technologies (SSTs).
> Why is word of mouth important for the marketing of services? How can a service firm that is the quality leader in its industry induce and manage word of mouth?
> What are the six key decisions managers need to make when designing an effective pricing schedule?
> What are the key drivers for the increasing globalization of services?
> What do you see as the advantages and disadvantages of the different types of queues for an organization serving large numbers of customers? For which type of service might each of the queuing types be more suitable?
> Why does the customer’s role as a co-creator need to be designed into service processes?
> What are the 5 Ws along which the Integrated Service Communications Model is structured?
> Why is permission-based marketing gaining so much focus in service firms’ communications strategies?
> How can we charge different prices to different segments without customers feeling cheated? How can we even charge the same customer different prices at different times, contexts, and/or occasions and at the same time be seen as fair?
> Why do new services often fail? What are the factors associated with the successful development of new services?
> How can marketing mix elements be used to reshape demand patterns?
> What efforts are typically involved in service process redesign?
> What are the different forms of online marketing? Which do you think would be the most effective online-marketing strategies for a. An online broker and b. A new high-end club in Los Angeles?
> Why are ethical concerns important issues when designing service pricing and revenue management strategies? What are potential consumer responses to service pricing or policies that are perceived as unfair?
> Why is franchising a popular way to expand distribution of an effective service concept? What are some disadvantages of franchising, and how can they be mitigated?
> Describe what is meant by positioning strategy. How do the market, customer, internal, and competitive analyses relate to positioning strategy?
> What actions can firms take to adjust demand to match capacity more closely?
