Exam 3: Customer Relationship Management

Alpha Company has a performance standard of 97% fill rate.Last month it achieved a 94% fill rate. This is an example of:

Jones Company makes every effort to consistently meet the expectations of all of its customers.It is clear that Jones company is focused on:

Jones Company promised a customer that the customer would receive at least 98% of all items ordered.In fact, the customer received 95% of the items.This is an example of which "gap" in the customer satisfaction model?

most exacting measure of logistics performance regarding availability is:

providing service outputs to consumers, a disadvantage of Internet retailers compared to store-based retailers arises in:

Providing value-added services is a critical aspect of:

general, offering consumers higher levels of service output in terms of greater spatial convenience or product variety:

Which customer accommodation approach requires a comprehensive supply chain perspective on the part of logistics executives?

respect to operational performance, most logistics managers would prefer which of the following::

Which of the following is not one of the "service outputs" of a supply chain:

Numerous studies have been performed concerning retail stockouts.While results vary, generally the studies find that stockouts:

Providing perfect orders to a customer would be a key aspect of which customer accommodation focus?