Question 1

McAfee's problem was exacerbated because it was a global brand.

Accepted Answer

A) True 
 B)False  True

Question 2

For home users,McAfee's antivirus program would be called a specialty product.

Accepted Answer

A) True 
 B)False  True

Question 3

The 36-hour delay in responding to the defective security upload on the part of McAfee's executive vice president is __________.

Accepted Answer

A)  the gap between the service that customers receive and the service they want 
B)  doing "whatever it takes" to stay in business 
C)  an external communication gap 
D)  the inability of management and employees to do what needs to be done 
E)  all of the above 
A)  the gap between the service that customers receive and the service they want 
B)  doing "whatever it takes" to stay in business 
C)  an external communication gap 
D)  the inability of management and employees to do what needs to be done 
E)  all of the above C

Question 4

The remedies that McAfee took to placate subscribers impacted by its failure in quality control were intended to __________.

Accepted Answer

A)  reposition its virus program as reliable 
B)  improve an existing product 
C)  investing in brand loyalty 
D)  ultimately protect its brand equity 
E)  address each gap in the gap model 
A)  reposition its virus program as reliable 
B)  improve an existing product 
C)  investing in brand loyalty 
D)  ultimately protect its brand equity 
E)  address each gap in the gap model

Question 5

McAfee has antivirus products designed for its consumer and enterprise segments.However,the corrupted data and quality assurance problem affected all market segments.Which of the following seems a likely reason?

Accepted Answer

A)  standardized components 
B)  research & development 
C)  Windows XP 
D)  package uniformity 
E)  mass customization 
A)  standardized components 
B)  research & development 
C)  Windows XP 
D)  package uniformity 
E)  mass customization

Question 6

Perhaps more than any other product or service,antivirus software is subject to the following-almost on a daily basis.

Accepted Answer

A)  quality assurance 
B)  planned obsolescence 
C)  product modification 
D)  functional modification 
E)  perishability 
A)  quality assurance 
B)  planned obsolescence 
C)  product modification 
D)  functional modification 
E)  perishability

Question 7

The McAfee antivirus program illustrates what aspect of the classic definition of a product?

Accepted Answer

A)  A product need not be delivered in a package. 
B)  A product includes both its favorable and unfavorable characteristics. 
C)  A product is an item in a product line. 
D)  A product consists of the equity it produces. 
E)  A product is anything that satisfies an individual's personal wants. 
A)  A product need not be delivered in a package. 
B)  A product includes both its favorable and unfavorable characteristics. 
C)  A product is an item in a product line. 
D)  A product consists of the equity it produces. 
E)  A product is anything that satisfies an individual's personal wants.

Question 8

What kind of protection best describes McAfee's response to those customers inconvenienced by its software update?

Accepted Answer

A)  express warranty 
B)  implied warranty 
C)  free repairs of computers 
D)  subscription extensions 
E)  limited warranty 
A)  express warranty 
B)  implied warranty 
C)  free repairs of computers 
D)  subscription extensions 
E)  limited warranty

Question 9

Although relatively few customers experienced the blue screen of death that afflicts a stricken Windows computer,the real harm done was to McAfee's brand equity.

Accepted Answer

A) True 
 B)False

Question 10

Antivirus software is a membership service.

Accepted Answer

A) True 
 B)False

Exam 49: McAfee Virus Protection Update Crashes Computers Worldwide

McAfee's problem was exacerbated because it was a global brand.

For home users,McAfee's antivirus program would be called a specialty product.

The 36-hour delay in responding to the defective security upload on the part of McAfee's executive vice president is __________.

The remedies that McAfee took to placate subscribers impacted by its failure in quality control were intended to __________.

McAfee has antivirus products designed for its consumer and enterprise segments.However,the corrupted data and quality assurance problem affected all market segments.Which of the following seems a likely reason?

Perhaps more than any other product or service,antivirus software is subject to the following-almost on a daily basis.

The McAfee antivirus program illustrates what aspect of the classic definition of a product?

What kind of protection best describes McAfee's response to those customers inconvenienced by its software update?

Although relatively few customers experienced the blue screen of death that afflicts a stricken Windows computer,the real harm done was to McAfee's brand equity.

Antivirus software is a membership service.

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