Question 1

The level of customer participation will directly affect the customer's experience.

Accepted Answer

A) True 
 B)False

Question 2

________ is used to describe a state of mind sometimes experienced by people who are deeply involved in some activity.

Accepted Answer

A)  Participation. 
B)  Relationship. 
C)  Immersion. 
D)  Absorption. 
E)  Flow. 
A)  Participation. 
B)  Relationship. 
C)  Immersion. 
D)  Absorption. 
E)  Flow.

Question 3

Providing assurance that the transaction is indeed completed successfully are the key attributes of relational service encounters.

Accepted Answer

A) True 
 B)False

Question 4

The nature of economic value follows a natural progression from commodities to goods to services then to experiences.

Accepted Answer

A) True 
 B)False

Question 5

Radio frequency identification technology can be used to greatly enhance which of the following service interfaces?

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 6

Customer self-service failure is due to which of the following causes?

Accepted Answer

A)  Technology 
B)  Technology design 
C)  The underlying business process 
D)  The customer 
E)  All the above 
A)  Technology 
B)  Technology design 
C)  The underlying business process 
D)  The customer 
E)  All the above

Question 7

Items such as cars, baseballs, and clothing 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 8

There is an increased economic value to an organization through the staging of customer experiences.

Accepted Answer

A) True 
 B)False

Question 9

The majority of customer encounters experienced by organizations are customer initiated.

Accepted Answer

A) True 
 B)False

Question 10

The first dimension of customer experience is:

Accepted Answer

A)  participation. 
B)  relationship. 
C)  immersion. 
D)  absorption. 
E)  flow. 
A)  participation. 
B)  relationship. 
C)  immersion. 
D)  absorption. 
E)  flow.

The level of customer participation will directly affect the customer's experience.

________ is used to describe a state of mind sometimes experienced by people who are deeply involved in some activity.

Providing assurance that the transaction is indeed completed successfully are the key attributes of relational service encounters.

The nature of economic value follows a natural progression from commodities to goods to services then to experiences.

Radio frequency identification technology can be used to greatly enhance which of the following service interfaces?

Customer self-service failure is due to which of the following causes?

Items such as cars, baseballs, and clothing are called:

There is an increased economic value to an organization through the staging of customer experiences.

The majority of customer encounters experienced by organizations are customer initiated.

The first dimension of customer experience is:

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 level of customer participation will directly affect the customer's experience.

________ is used to describe a state of mind sometimes experienced by people who are deeply involved in some activity.

Providing assurance that the transaction is indeed completed successfully are the key attributes of relational service encounters.

The nature of economic value follows a natural progression from commodities to goods to services then to experiences.

Radio frequency identification technology can be used to greatly enhance which of the following service interfaces?

Customer self-service failure is due to which of the following causes?

Items such as cars, baseballs, and clothing are called:

There is an increased economic value to an organization through the staging of customer experiences.

The majority of customer encounters experienced by organizations are customer initiated.

The first dimension of customer experience is:

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