Question 1

In social customer relationship management, relationships between organizations and customers are fixed.

Accepted Answer

A) True 
 B)False  False

Question 2

Larger organizations only use external social media platforms.

Accepted Answer

A) True 
 B)False  False

Question 3

Organizations use social media sites to hire the best people quickly and at a lower cost.

Accepted Answer

A) True 
 B)False  True

Question 4

Companies should harvest the social behavior of their employees to advance their strategy.

Accepted Answer

A) True 
 B)False

Question 5

________ allow sales to scale to levels not possible in the past because of the many simultaneous connections.

Accepted Answer

A)  Influencer individuals 
B)  Video production 
C)  Social media information system 
D)  The Internet 
A)  Influencer individuals 
B)  Video production 
C)  Social media information system 
D)  The Internet

Question 6

What is social media?

Accepted Answer

Social media (SM) is the use of informat

Question 7

A Facebook user likes pages of various organizations on Facebook. The fact that the user has liked a particular organization is an example of ________.

Accepted Answer

A)  content data 
B)  user response 
C)  data contribution 
D)  connection data 
A)  content data 
B)  user response 
C)  data contribution 
D)  connection data

Question 8

________ in the context of management means loss of control of employees.

Accepted Answer

A)  Transcendence 
B)  Divergence 
C)  Emergence 
D)  Dependence 
A)  Transcendence 
B)  Divergence 
C)  Emergence 
D)  Dependence

Question 9

Which of the following statements is a characteristic of social media (SM) user communities?

Accepted Answer

A)  SM user communities are mostly based on geographic and familial ties. 
B)  Most users of SM belong to several different user communities. 
C)  In community SM site relationships, the relationships in second-tier communities are disassociated from first-tier users. 
D)  A viral hook is an inducement to constrain communications between user communities. 
A)  SM user communities are mostly based on geographic and familial ties. 
B)  Most users of SM belong to several different user communities. 
C)  In community SM site relationships, the relationships in second-tier communities are disassociated from first-tier users. 
D)  A viral hook is an inducement to constrain communications between user communities.

Question 10

In social customer relationship management, since the relationships between organizations and customers emerge from joint activity, customers have as much control as companies.

Accepted Answer

A) True 
 B)False

Question 11

What is the difference between traditional customer relationship management (CRM) and social customer relationship management (CRM)?

Accepted Answer

In social CRM, because relationships eme

Question 12

A popular radio station is trying to get more users. They have created a contest for the social media fans to win tickets to see a popular music artists. The more the user shares the link, the more entries they have to the contest. This is called a ________.

Accepted Answer

A)  community contest 
B)  user response 
C)  data contribution 
D)  viral hook 
A)  community contest 
B)  user response 
C)  data contribution 
D)  viral hook

Question 13

Social media providers create the features and functions of the site, and they compete with one another for the attention of users.

Accepted Answer

A) True 
 B)False

Question 14

How should one respond to social networking problems?

Accepted Answer

The first task in managing social networ

Question 15

Capital is defined as the investment of resources for future profit.

Accepted Answer

A) True 
 B)False

Question 16

What is social capital?

Accepted Answer

According to Nan Lin, social capital is

Question 17

Social media is increasingly used for finding employee prospects.

Accepted Answer

A) True 
 B)False

Question 18

Organizations create and manage social media (SM) accounts just like typical users.

Accepted Answer

A) True 
 B)False

Question 19

Facebook, Google+, LinkedIn, Twitter, Instagram, and Pinterest are examples of social media providers that enable the creation of social networks.

Accepted Answer

A) True 
 B)False

Question 20

In the context of customer relationship management (CRM), a vendor might lose control of the customer relationship.

Accepted Answer

A) True 
 B)False

Exam 8: Social Media Information Systems

In social customer relationship management, relationships between organizations and customers are fixed.

Larger organizations only use external social media platforms.

Organizations use social media sites to hire the best people quickly and at a lower cost.

Companies should harvest the social behavior of their employees to advance their strategy.

________ allow sales to scale to levels not possible in the past because of the many simultaneous connections.

What is social media?

A Facebook user likes pages of various organizations on Facebook. The fact that the user has liked a particular organization is an example of ________.

________ in the context of management means loss of control of employees.

Which of the following statements is a characteristic of social media (SM) user communities?

In social customer relationship management, since the relationships between organizations and customers emerge from joint activity, customers have as much control as companies.

What is the difference between traditional customer relationship management (CRM) and social customer relationship management (CRM)?

A popular radio station is trying to get more users. They have created a contest for the social media fans to win tickets to see a popular music artists. The more the user shares the link, the more entries they have to the contest. This is called a ________.

Social media providers create the features and functions of the site, and they compete with one another for the attention of users.

How should one respond to social networking problems?

Capital is defined as the investment of resources for future profit.

What is social capital?

Social media is increasingly used for finding employee prospects.

Organizations create and manage social media (SM) accounts just like typical users.

Facebook, Google+, LinkedIn, Twitter, Instagram, and Pinterest are examples of social media providers that enable the creation of social networks.

In the context of customer relationship management (CRM), a vendor might lose control of the customer relationship.

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