Question 1

COMPLETION QUESTIONS
Fully Interactive
Networking
World Wide Web (Web)
Customer Databases
Customer Interfaces
Frontline
Weak links
-During the _______ phase of communications interactivity,customers can achieve a high-bandwidth communications connection with one another.

Accepted Answer

The answer of COMPLETION QUESTIONS
Fully Interactive
Networking
World Wide Web (Web)
Customer Databases
Customer...

Question 2

COMPLETION QUESTIONS
Fully Interactive
Networking
World Wide Web (Web)
Customer Databases
Customer Interfaces
Frontline
Weak links
-The ____________ is an Internet service where information services can provide text,pictures,sound,and even video to information seekers.

Accepted Answer

The answer of COMPLETION QUESTIONS
Fully Interactive
Networking
World Wide Web (Web)
Customer Databases
Customer...

Question 3

How has telecommunications technology provided the means for communication interactivity between service marketers and their customers?

Accepted Answer

The answer of How has telecommunications technology provided the means...

Question 4

Which,if any,of these statements about telecommunications and/or information technology are TRUE?
A)The latest advancements in telecommunications allow for a real-time system for collecting,transferring,and storing information.
B)Information is a product with significant marginal costs of distribution.
C)Using intranet communication enables service employees to communicate with people both inside and outside of the company.
D)Remote services delivery is not appealing to many services marketers because the cost of digital dissemination of information cannot be diminished.
E)All of these statements about telecommunication and/or information technology are true.

Accepted Answer

The statement that the latest advancements in telecommunications allow for a real-time system for collecting, transferring, and storing information is true. This is evidenced by the development of technologies like cloud computing, which allows for real-time access to information from anywhere with an internet connection. The other statements are false or misleading. Information does not have significant marginal costs of distribution, as it can be easily replicated and distributed digitally. Intranet communication does not necessarily enable communication with people outside of the company. Remote services delivery can be cost-effective for service marketers, as it eliminates the need for physical infrastructure and travel expenses.

Question 5

How can customers be empowered by advances in technology?

Accepted Answer

The answer of How can customers be empowered by advances...

Question 6

Which,if any,of the following is NOT a step for improving the technology of customer interfaces?
A)Include marketer input when designing customer interface technology
B)Stay customer-focused when designing customer interface technology
C)Ideally,the customer interface technology should be visible to customers.
D)Customer interface technology should be designed for flexibility.
E)All of these improve the technology.

Accepted Answer

Although customers may benefit from visible customer interface technology, it is not a necessary step in improving the technology. The other options listed are important steps for improving customer interface technology.

Question 7

Which,if any,of the following is NOT an example of a technology that may be used to empower customers?
A)Vending machines
B)"Intelligent agent" software
C)computer systems
D)All of these are examples of how customers may be better served through technology.
E)None of these are examples of how customers may be better served through technology.

Accepted Answer

All the options listed (vending machines, "intelligent agent" software, and computer systems) are examples of technologies that empower customers by providing them with more control, convenience, and personalized experiences.

Question 8

COMPLETION QUESTIONS
Fully Interactive
Networking
World Wide Web (Web)
Customer Databases
Customer Interfaces
Frontline
Weak links
-The most effective use of customer databases is to make them easily accessible to the __________ service provider in an easy-to-use form.

Accepted Answer

The answer of COMPLETION QUESTIONS
Fully Interactive
Networking
World Wide Web (Web)
Customer Databases
Customer...

Question 9

What are challenges facing service marketers who use technology to manage their customer interfaces?

Accepted Answer

The answer of What are challenges facing service marketers who...

Question 10

The owner of a service organization recently decided to take steps to empower the organization's employees.As consultant to the owner,you suggested that technology might be used to help empower service employees.The owner asked you to explain how technology can be used to empower employees.What is your response?

Accepted Answer

The answer of The owner of a service organization recently...

Question 11

COMPLETION QUESTIONS
Fully Interactive
Networking
World Wide Web (Web)
Customer Databases
Customer Interfaces
Frontline
Weak links
-____________ is the act of establishing a communication link among two or more spatially distant individuals,organizations,or other entities.

Accepted Answer

The answer of COMPLETION QUESTIONS
Fully Interactive
Networking
World Wide Web (Web)
Customer Databases
Customer...

Question 12

Describe the role of technology in linking service performance and service productivity.

Accepted Answer

The answer of Describe the role of technology in linking...

Question 13

The marketing manager of a local service organization recently decided to take steps to improve customer service.As consultant to the marketing manager,you suggested that advances in technology might be used to help empower customers.The marketing manager asked you to explain how technological advances can be used to empower the firm's customers.What is your response?

Accepted Answer

The answer of The marketing manager of a local service...

Question 14

COMPLETION QUESTIONS
Fully Interactive
Networking
World Wide Web (Web)
Customer Databases
Customer Interfaces
Frontline
Weak links
-Many challenges that service organizations experience when infusing technology into their operations result from the ____________ in the ______________ of services.

Accepted Answer

The answer of COMPLETION QUESTIONS
Fully Interactive
Networking
World Wide Web (Web)
Customer Databases
Customer...

Question 15

Which,if any,of the following is NOT a problem associated with the use of technology to manage customer interfaces?
A)Service marketers may be in too big a rush to automate their service functions.
B)The implementation of new technology may create a time sink for service marketers.
C)The creators of customer interface technology often have a tendency to create technology that only a specialist can appreciate.
D)All of these are problems associated with the use of technology to manage customer interfaces.
E)None of these is a problem associated with the use of technology to manage customer interfaces.

Accepted Answer

Each option listed (A, B, and C) describes a common issue faced when integrating technology into customer service interfaces, such as rushing automation, the time-consuming nature of implementing new tech, and creating overly complex systems.

Question 16

Which,if any,is NOT an appropriate guideline for the effective creation and use of customer databases?
A)Customer databases should contain categories of customers who differ in terms of their purchase behaviors.
B)Customer databases should only include data that detail customer purchases over a specified time period.
C)Customer databases should be easily accessible to the frontline service provider.
D)Service marketers should be very sensitive to privacy issues as they create and use customer databases.
E)All of these guidelines are appropriate for the effective creation and use of customer databases.

Accepted Answer

Customer databases should include data on customers' behaviors beyond just their purchase history, such as customer demographics or psychographics. Therefore, option B, stating that customer databases should only include purchase data, is not an appropriate guideline.

Question 17

How has the availability of information enabled services marketers to move away from mass marketing to targeting individuals?

Accepted Answer

The answer of How has the availability of information enabled...

Question 18

How does technology help to empower service employees?

Accepted Answer

The answer of How does technology help to empower service...

Question 19

COMPLETION QUESTIONS
Fully Interactive
Networking
World Wide Web (Web)
Customer Databases
Customer Interfaces
Frontline
Weak links
-Service marketers need to be very cautious about privacy issues as they create and use _________________.

Accepted Answer

The answer of COMPLETION QUESTIONS
Fully Interactive
Networking
World Wide Web (Web)
Customer Databases
Customer...

Question 20

How do advances in technology impact economic development?

Accepted Answer

The answer of How do advances in technology impact economic...

Quiz 3: Plugging Into the Information Age

COMPLETION QUESTIONS Fully Interactive Networking World Wide Web (Web) Customer Databases Customer Interfaces Frontline Weak links -During the _______ phase of communications interactivity,customers can achieve a high-bandwidth communications connection with one another.

COMPLETION QUESTIONS Fully Interactive Networking World Wide Web (Web) Customer Databases Customer Interfaces Frontline Weak links -The ____________ is an Internet service where information services can provide text,pictures,sound,and even video to information seekers.

How has telecommunications technology provided the means for communication interactivity between service marketers and their customers?

Which,if any,of these statements about telecommunications and/or information technology are TRUE?

How can customers be empowered by advances in technology?

Which,if any,of the following is NOT a step for improving the technology of customer interfaces?

Which,if any,of the following is NOT an example of a technology that may be used to empower customers?

COMPLETION QUESTIONS Fully Interactive Networking World Wide Web (Web) Customer Databases Customer Interfaces Frontline Weak links -The most effective use of customer databases is to make them easily accessible to the __________ service provider in an easy-to-use form.

What are challenges facing service marketers who use technology to manage their customer interfaces?

COMPLETION QUESTIONS Fully Interactive Networking World Wide Web (Web) Customer Databases Customer Interfaces Frontline Weak links -____________ is the act of establishing a communication link among two or more spatially distant individuals,organizations,or other entities.

Describe the role of technology in linking service performance and service productivity.

COMPLETION QUESTIONS Fully Interactive Networking World Wide Web (Web) Customer Databases Customer Interfaces Frontline Weak links -Many challenges that service organizations experience when infusing technology into their operations result from the in the __ of services.

Which,if any,of the following is NOT a problem associated with the use of technology to manage customer interfaces?

Which,if any,is NOT an appropriate guideline for the effective creation and use of customer databases?

How has the availability of information enabled services marketers to move away from mass marketing to targeting individuals?

How does technology help to empower service employees?

COMPLETION QUESTIONS Fully Interactive Networking World Wide Web (Web) Customer Databases Customer Interfaces Frontline Weak links -Service marketers need to be very cautious about privacy issues as they create and use _________________.

How do advances in technology impact economic development?

Quiz 3: Plugging Into the Information Age

COMPLETION QUESTIONS Fully Interactive Networking World Wide Web (Web) Customer Databases Customer Interfaces Frontline Weak links -During the _______ phase of communications interactivity,customers can achieve a high-bandwidth communications connection with one another.

COMPLETION QUESTIONS Fully Interactive Networking World Wide Web (Web) Customer Databases Customer Interfaces Frontline Weak links -The ____________ is an Internet service where information services can provide text,pictures,sound,and even video to information seekers.

How has telecommunications technology provided the means for communication interactivity between service marketers and their customers?

Which,if any,of these statements about telecommunications and/or information technology are TRUE?

How can customers be empowered by advances in technology?

Which,if any,of the following is NOT a step for improving the technology of customer interfaces?

Which,if any,of the following is NOT an example of a technology that may be used to empower customers?

COMPLETION QUESTIONS Fully Interactive Networking World Wide Web (Web) Customer Databases Customer Interfaces Frontline Weak links -The most effective use of customer databases is to make them easily accessible to the __________ service provider in an easy-to-use form.

What are challenges facing service marketers who use technology to manage their customer interfaces?

COMPLETION QUESTIONS Fully Interactive Networking World Wide Web (Web) Customer Databases Customer Interfaces Frontline Weak links -____________ is the act of establishing a communication link among two or more spatially distant individuals,organizations,or other entities.

Describe the role of technology in linking service performance and service productivity.

COMPLETION QUESTIONS Fully Interactive Networking World Wide Web (Web) Customer Databases Customer Interfaces Frontline Weak links -Many challenges that service organizations experience when infusing technology into their operations result from the ____________ in the ______________ of services.

Which,if any,of the following is NOT a problem associated with the use of technology to manage customer interfaces?

Which,if any,is NOT an appropriate guideline for the effective creation and use of customer databases?

How has the availability of information enabled services marketers to move away from mass marketing to targeting individuals?

How does technology help to empower service employees?

COMPLETION QUESTIONS Fully Interactive Networking World Wide Web (Web) Customer Databases Customer Interfaces Frontline Weak links -Service marketers need to be very cautious about privacy issues as they create and use _________________.

How do advances in technology impact economic development?

COMPLETION QUESTIONS Fully Interactive Networking World Wide Web (Web) Customer Databases Customer Interfaces Frontline Weak links -Many challenges that service organizations experience when infusing technology into their operations result from the in the __ of services.