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Multiple Choice Quiz
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1
The value attribute "cost" is best defined as:
A)The price paid
B)Total costs over the total time of ownership
C)Fixed costs associated in the immediate time period
D)Only the financial costs associated with ownership
2
Of the following value attributes, which is not likely to be of concern in a B2B interactions?
A)Quality
B)Timeliness
C)Personalization
D)Cost
3
Ethical issues are frequently value attributes for consumers and are related to:
A)The legal behavior of the company
B)Improper relationships between companies
C)Political and religious beliefs
D)Advertising approaches
4
In the service-profit chain employee satisfaction leads to increased value for customers because:
A)Satisfied employees reduce employee turnover.
B)Satisfied employees results in smiling employees.
C)Satisfied employees don't steal as much.
D)Satisfied employees don't have to be paid as much.
5
Protective capacity:
A)Refers to the amount of time associated with the "float" when clearing checks
B)Is used to meet daily demand
C)Is used to create safety stocks
D)Refers to a layer of capacity above what is required to meet demand
6
Dependability of delivery refers to:
A)A supplier's ability deliver when it promises
B)The accuracy of the quantity of items being delivered
C)The on-time performance of delivery services when scheduling to pick up items
D)How fast shipments can be made
7
Timeliness can be more important for a business customer than for a consumer because:
A)Consumers really don't care much about response time.
B)Businesses are always in a hurry.
C)A business may compete on the basis of how quickly it responds to its customer's needs.
D)Consumers almost always view cost as more important than response time.
8
For consumers, personalization would be best exemplified in a service by:
A)All employees knowing each customer's name
B)Customizing the service for each individual customer
C)Matching demand and output precisely
D)Involving the customer in the production process
9
A business strategy:
A)Can focus only on flexibility, personalization, or cost
B)Must be consistent with, and support, the functional strategies
C)Is developed independent of corporate strategy
D)Defines the range of activities for a business
10
A business strategy can be thought of as a long-term alignment between:
A)What a business provides and what customers want
B)What businesses make and what the businesses processes can do
C)What businesses and customers value
D)The business and customer perspectives on cost





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