Which of the following statements is not true regarding the importance of the role that an operations manager plays in addressing service quality?
a. the operations manager should realize that the customer' expectations are the standard against which the service is judged.
b. the manager may be able to influence the quality of the service but has little control over the customers' expectation.
c. managers must expect exceptions.
d. the tangible component of many services is important.

In its 2016 annual report, caterpillar inc. reported the following (in millions): 2016 2015 sales $38,537 $47,011 cost of goods sold 28,309 33,546 as a percentage of sales, did caterpillar's gross profit increase or decrease during 2016? select one: a. gross profit increased from 26.8% to 28.6% b. gross profit decreased from 28.6% to 26.5% c. gross profit increased from 71.4% to 73.2% d. gross profit decreased from 73.2% to 71.4% e. there is not enough information to answer the question.

The new york stock exchange is an example of what type of stock market?

Camilo is a self-employed roofer. he reported a profit of $30,000 on his schedule c. he had other taxable income of $5,000. he paid $3,000 for hospitalization insurance. his self-employment tax was $4,656. he paid his former wife $4,000 in court-ordered alimony and $4,000 in child support. what is the amount camilo can deduct in arriving at adjusted gross income (agi)?