Exam 5: Customer Relationship Management

Websites often require users to type their email address twice so as to avoid typographical errors.This is an example of using what tool to prevent service failures?

For management information system technicians,the computer users within their company are

Collaboration between service providers and customers to create value is called ________.

Measuring service performance is much easier than measuring manufacturing performance due to involvement of customers.

A service operation like a law firm usually exhibits lower economies of scale and efficiency as compared to a manufacturing operation.This is because the law firm's offerings and output are usually

The wholesaler retailer Costco has a no questions asked hassle-free return policy for most of its product offerings.This is an example of

In what ways do service supply chains differ from manufacturing supply chains?

A Customer Relationship Management System (CRMS)helps

A computer manufacturer assembles finished computer systems by configuring standardized components and modules based on customer preferences.The technique the computer manufacturer is using is called

The extent to which a firm meets customer needs is known as ________.

Customers using a self-service check-out station at a grocery store might not understand how to use the technology,resulting in their expectations not being met.This demonstrates the fact that

Discuss the process of improving customer service in order to ensure consistent excellent customer service.

A methodology for creating mutually beneficial relations between consumers and service providers is called

Customers at a fine dining restaurant often leave dissatisfied because in their opinion,the waiter took too long to present their bill.This demonstrates the fact that

The process of integrating service offerings with manufactured products is known as ________.

It is often mentioned that quality in service operations is different than in manufacturing operations.Explain why and how this creates unique challenges for the management of service operations.

For management information system technicians,the computer users within their company are known as ________.

For SC&O management,the concept of meeting customer expectations is associated with which of the following?

A computer manufacturer who also offers a service contract to customers to maintain and repair computers after the warranty period is an example of

ATM machines often require users to retrieve their ATM cards before they are given their cash withdrawals so as to prevent people from forgetting their cards.This is an example of using what tool to prevent service failures?