Question 1

List and describe at least (3) characteristics that describe a customer encounter.

Accepted Answer

Customer encounters tend to be any of th

Question 2

Web technology allows business to create self-service applications that allow customers to access business systems with out any assistance from company employees.

Accepted Answer

A) True 
 B)False

Question 3

Service recovery is the ability of an organization to rectify failed encounters.

Accepted Answer

A) True 
 B)False

Question 4

The concept of designing user-friendly interfaces, adhering to common usage function keys, and creating common look-feel application screens is called:

Accepted Answer

A)  application engineering 
B)  ergonomic engineering 
C)  usability engineering 
D)  adaptability engineering 
E)  None of the above 
A)  application engineering 
B)  ergonomic engineering 
C)  usability engineering 
D)  adaptability engineering 
E)  None of the above

Question 5

Materials that are extracted typically by slaughtering, mining, or harvesting are called:

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 6

What is meant by the phrase "experience economy"?

Accepted Answer

Experiences have always been around, but

Question 7

A technical contact point provided for customers of a business using a business system is often referred to as:

Accepted Answer

A)  a touch point. 
B)  a flash point. 
C)  a support point. 
D)  a function point. 
E)  customer service. 
A)  a touch point. 
B)  a flash point. 
C)  a support point. 
D)  a function point. 
E)  customer service.

Question 8

Decreasing the time required to complete a service transaction is often referred to as:

Accepted Answer

A)  an efficient service encounter. 
B)  a relational service encounter. 
C)  a transactional service encounter. 
D)  a time rebate. 
A)  an efficient service encounter. 
B)  a relational service encounter. 
C)  a transactional service encounter. 
D)  a time rebate.

Question 9

The decision to minimize the possibility of technological failure must be based on the full costs of outage as opposed to loss of customer goodwill.

Accepted Answer

A) True 
 B)False

Question 10

Historically, IT developers designed systems for internal customers as opposed to
external customers.

Accepted Answer

A) True 
 B)False

Question 11

The following are all examples of self-service customer service technologies EXCEPT:

Accepted Answer

A)  an IVR 
B)  a Web site 
C)  an ATM 
D)  a POS 
E)  None of the above 
A)  an IVR 
B)  a Web site 
C)  an ATM 
D)  a POS 
E)  None of the above

Question 12

Customer encounters that provide an opportunity for the organization to nurture the relationship with the customer are known as:

Accepted Answer

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

Question 13

When someone listens to music, that is an example of which kind of participation experience?

Accepted Answer

A)  passive absorption 
B)  active absorption 
C)  passive immersion 
D)  active immersions 
E)  None of the above 
A)  passive absorption 
B)  active absorption 
C)  passive immersion 
D)  active immersions 
E)  None of the above

Question 14

Intangible activities customized to the individual request of customers 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 15

List and describe (3) strategies organizations can employ for enhancing the customer experience.

Accepted Answer

Any combination of the following:
Elimin

Question 16

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

Accepted Answer

"Better than the alternative." Satisfact

Question 17

Reducing the time of a relational service encounter is not likely to be in the best interests of either the customer or the firm.

Accepted Answer

A) True 
 B)False

Question 18

List and describe (4) key types of service interfaces.

Accepted Answer

Telephone/IVR. Interactive voice respons

Question 19

Which of the follow are examples of self-service applications?

Accepted Answer

A)  Web sites 
B)  ATMs 
C)  Kiosks 
D)  Both A and B 
E)  All of the above 
A)  Web sites 
B)  ATMs 
C)  Kiosks 
D)  Both A and B 
E)  All of the above

Question 20

List and describe (2) types of service encounters.

Accepted Answer

Transactional service encounters. Custom

List and describe at least (3) characteristics that describe a customer encounter.

Web technology allows business to create self-service applications that allow customers to access business systems with out any assistance from company employees.

Service recovery is the ability of an organization to rectify failed encounters.

The concept of designing user-friendly interfaces, adhering to common usage function keys, and creating common look-feel application screens is called:

Materials that are extracted typically by slaughtering, mining, or harvesting are called:

What is meant by the phrase "experience economy"?

A technical contact point provided for customers of a business using a business system is often referred to as:

Decreasing the time required to complete a service transaction is often referred to as:

The decision to minimize the possibility of technological failure must be based on the full costs of outage as opposed to loss of customer goodwill.

Historically, IT developers designed systems for internal customers as opposed to external customers.

The following are all examples of self-service customer service technologies EXCEPT:

Customer encounters that provide an opportunity for the organization to nurture the relationship with the customer are known as:

When someone listens to music, that is an example of which kind of participation experience?

Intangible activities customized to the individual request of customers are known as:

List and describe (3) strategies organizations can employ for enhancing the customer experience.

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

Reducing the time of a relational service encounter is not likely to be in the best interests of either the customer or the firm.

List and describe (4) key types of service interfaces.

Which of the follow are examples of self-service applications?

List and describe (2) types of service encounters.

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

List and describe at least (3) characteristics that describe a customer encounter.

Web technology allows business to create self-service applications that allow customers to access business systems with out any assistance from company employees.

Service recovery is the ability of an organization to rectify failed encounters.

The concept of designing user-friendly interfaces, adhering to common usage function keys, and creating common look-feel application screens is called:

Materials that are extracted typically by slaughtering, mining, or harvesting are called:

What is meant by the phrase "experience economy"?

A technical contact point provided for customers of a business using a business system is often referred to as:

Decreasing the time required to complete a service transaction is often referred to as:

The decision to minimize the possibility of technological failure must be based on the full costs of outage as opposed to loss of customer goodwill.

Historically, IT developers designed systems for internal customers as opposed to external customers.

The following are all examples of self-service customer service technologies EXCEPT:

Customer encounters that provide an opportunity for the organization to nurture the relationship with the customer are known as:

When someone listens to music, that is an example of which kind of participation experience?

Intangible activities customized to the individual request of customers are known as:

List and describe (3) strategies organizations can employ for enhancing the customer experience.

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

Reducing the time of a relational service encounter is not likely to be in the best interests of either the customer or the firm.

List and describe (4) key types of service interfaces.

Which of the follow are examples of self-service applications?

List and describe (2) types of service encounters.

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