Question 1

The primary source of dissatisfaction when using self-service technology is the simple failure to perform.

Accepted Answer

A) True 
 B)False  True

Question 2

By building in redundancy and the ability to self-monitor, most technology systems can provide virtually continuous service.

Accepted Answer

A) True 
 B)False  True

Question 3

What is the concept of "flow" as it relates to customer's web experience?

Accepted Answer

Flow is used to describe a state of mind sometimes experienced by people who are deeply involved in some activity.
Customers who achieve flow on the Web and perceive the online experience to be compelling are so acutely involved in the act of online navigation that thoughts and perceptions not relevant to navigation are screened out, and the consumer focuses entirely on the interaction. Concentration on the navigation experience is so intense that there is little attention left to consider anything else, and consequently other events occurring in the consumer's surrounding physical environment can lose significance. Self-consciousness disappears, the consumer's sense of time becomes distorted, and the state of mind arising as a result of achieving flow on the Web is extremely gratifying.
Due to their navigation activity, someone in the state of flow would tend to be actively participating and fully immersed/absorbed in the experience. It is also possible for someone in a state of flow to be less active navigating (perhaps led through a navigation path as part of the experience). What is most interesting is the realization that organizations are able to create such a level of engagement.

Question 4

The key source of dissatisfaction with self-service technologies is:

Accepted Answer

A)  technology failure. 
B)  poor design. 
C)  process failure. 
D)  performance. 
E)  service design problems. 
A)  technology failure. 
B)  poor design. 
C)  process failure. 
D)  performance. 
E)  service design problems.

Question 5

List (3) guidelines or policies that organizations should adopt to reduce the impact of self-service technology failure.

Accepted Answer

Any combination of the following:
1. Est

Question 6

Customer marketing efforts both cater to a customer's need for experience and creates a customer's need for experience.

Accepted Answer

A) True 
 B)False

Question 7

List and describe (3) reasons customers cite for dissatisfaction with self-service technologies.

Accepted Answer

"Technology failure." The single greates

Question 8

The single greatest cause of customer dissatisfaction is either outright technical failure of a self-service interface or cases where the technology fails to work properly.

Accepted Answer

A) True 
 B)False

Question 9

Which of the following features pricing that is based on both cost AND differentiation?

Accepted Answer

A)  commodities 
B)  goods 
C)  services 
D)  experiences 
E)  None the above 
A)  commodities 
B)  goods 
C)  services 
D)  experiences 
E)  None the above

Question 10

Events that engage individuals in a personal way are known as:

Accepted Answer

A)  commodities 
B)  goods 
C)  services 
D)  experiences 
E)  None the above 
A)  commodities 
B)  goods 
C)  services 
D)  experiences 
E)  None the above

Question 11

Technology plays a key role in how a customer "experiences" a company.

Accepted Answer

A) True 
 B)False

Question 12

Customer satisfaction is driven by the improvement or additional benefits provided by using self-service technology.

Accepted Answer

A) True 
 B)False

Question 13

One way that organizations can reduce the impact of self-service technology failure is to require training for all interface designers.

Accepted Answer

A) True 
 B)False

Question 14

The design of transactional encounters is an art, requiring a very creative staff to design the transaction process.

Accepted Answer

A) True 
 B)False

Question 15

Providers intentionally use services as the stage and commodities as props to create a memorable experience for the customer.

Accepted Answer

A) True 
 B)False

Question 16

The majority of customer encounters experienced by organizations are:

Accepted Answer

A)  sporadic. 
B)  customer initiated. 
C)  triggered by express needs. 
D)  subject to recency effects. 
E)  significant events. 
A)  sporadic. 
B)  customer initiated. 
C)  triggered by express needs. 
D)  subject to recency effects. 
E)  significant events.

Question 17

Experiences are fungible and pricing is typically established on the basis of costs and availability.

Accepted Answer

A) True 
 B)False

Question 18

Which of the following service interfaces is unable to unable to offer transactions and self-service?

Accepted Answer

A)  Video/DVD 
B)  Interactive kiosks 
C)  Online/Internet 
D)  Telephone IVR 
E)  None of the above 
A)  Video/DVD 
B)  Interactive kiosks 
C)  Online/Internet 
D)  Telephone IVR 
E)  None of the above

Question 19

List and describe (2) dimensions of customer experience.

Accepted Answer

Experiences differ in many respects. The

Question 20

Which of the following service interfaces has the potential for unbounded customer experiences?

Accepted Answer

A)  Video/DVD 
B)  Interactive kiosks 
C)  Online/Internet 
D)  Telephone IVR 
E)  None of the above 
A)  Video/DVD 
B)  Interactive kiosks 
C)  Online/Internet 
D)  Telephone IVR 
E)  None of the above

The primary source of dissatisfaction when using self-service technology is the simple failure to perform.

By building in redundancy and the ability to self-monitor, most technology systems can provide virtually continuous service.

What is the concept of "flow" as it relates to customer's web experience?

The key source of dissatisfaction with self-service technologies is:

List (3) guidelines or policies that organizations should adopt to reduce the impact of self-service technology failure.

Customer marketing efforts both cater to a customer's need for experience and creates a customer's need for experience.

List and describe (3) reasons customers cite for dissatisfaction with self-service technologies.

The single greatest cause of customer dissatisfaction is either outright technical failure of a self-service interface or cases where the technology fails to work properly.

Which of the following features pricing that is based on both cost AND differentiation?

Events that engage individuals in a personal way are known as:

Technology plays a key role in how a customer "experiences" a company.

Customer satisfaction is driven by the improvement or additional benefits provided by using self-service technology.

One way that organizations can reduce the impact of self-service technology failure is to require training for all interface designers.

The design of transactional encounters is an art, requiring a very creative staff to design the transaction process.

Providers intentionally use services as the stage and commodities as props to create a memorable experience for the customer.

The majority of customer encounters experienced by organizations are:

Experiences are fungible and pricing is typically established on the basis of costs and availability.

Which of the following service interfaces is unable to unable to offer transactions and self-service?

List and describe (2) dimensions of customer experience.

Which of the following service interfaces has the potential for unbounded customer experiences?

Developing and Delivering on the IT Value Proposition

Developing IT Strategy for Business Value

Linking It to Business Metrics

Managing Perceptions of IT

IT in the New World of Corporate Governance Reforms

Creating and Evolving a Technology Roadmap

The IT Budgeting Process

Information Management: the Nexus of Business and IT

IT in 2010

Strategic Experimentation With IT

Information Delivery: ITS Evolving Role

Digital Dashboards

Managing Electronic Communications

Developing It Capabilities

It Sourcing

Delivering IT Functions: a Decision Framework

Building Better It Leaders From the Bottom up

Developing It Professionalism

Filters

Exam 11: Enhancing the Customer Experience With Technology

The primary source of dissatisfaction when using self-service technology is the simple failure to perform.

By building in redundancy and the ability to self-monitor, most technology systems can provide virtually continuous service.

What is the concept of "flow" as it relates to customer's web experience?

The key source of dissatisfaction with self-service technologies is:

List (3) guidelines or policies that organizations should adopt to reduce the impact of self-service technology failure.

Customer marketing efforts both cater to a customer's need for experience and creates a customer's need for experience.

List and describe (3) reasons customers cite for dissatisfaction with self-service technologies.

The single greatest cause of customer dissatisfaction is either outright technical failure of a self-service interface or cases where the technology fails to work properly.

Which of the following features pricing that is based on both cost AND differentiation?

Events that engage individuals in a personal way are known as:

Technology plays a key role in how a customer "experiences" a company.

Customer satisfaction is driven by the improvement or additional benefits provided by using self-service technology.

One way that organizations can reduce the impact of self-service technology failure is to require training for all interface designers.

The design of transactional encounters is an art, requiring a very creative staff to design the transaction process.

Providers intentionally use services as the stage and commodities as props to create a memorable experience for the customer.

The majority of customer encounters experienced by organizations are:

Experiences are fungible and pricing is typically established on the basis of costs and availability.

Which of the following service interfaces is unable to unable to offer transactions and self-service?

List and describe (2) dimensions of customer experience.

Which of the following service interfaces has the potential for unbounded customer experiences?

Developing and Delivering on the IT Value Proposition

Developing IT Strategy for Business Value

Linking It to Business Metrics

Managing Perceptions of IT

IT in the New World of Corporate Governance Reforms

Creating and Evolving a Technology Roadmap

The IT Budgeting Process

Information Management: the Nexus of Business and IT

IT in 2010

Strategic Experimentation With IT

Information Delivery: ITS Evolving Role

Digital Dashboards

Managing Electronic Communications

Developing It Capabilities

It Sourcing

Delivering IT Functions: a Decision Framework

Building Better It Leaders From the Bottom up

Developing It Professionalism

Filters