Question 1

Which of the following examples demonstrates how electronic commerce creates customer value through form utility?

Accepted Answer

A)  Recreational Equipment, an outdoor gear marketer, receives 35 percent of its orders between the hours of 10 p.m. and 7 a.m. when its retail stores are closed.
B)  Forty-five percent of sales at Amazon.com are from buyers who live outside the United States.
C)  Travelocity.com provides almost immediate access to and confirmation of travel arrangements and accommodations.
D)  Bluefly.com, an apparel company, encourages customers to create their own uniquely designed shirts.
E)  Pediatricians can purchase dinosaur stethoscope covers at AllHeart.com.F) A) and E)
G) B) and E)

Question 2

In the traditional sense, a __________ is where buyers and sellers engage in face-to-face exchange relationships in a material environment characterized by physical facilities and mostly tangible objects.

Accepted Answer

A)  marketspace
B)  multichannel online mall
C)  cyberstore
D)  virtual store
E)  marketplaceF) A) and B)
G) None of the above

Question 3

A visitor to a sports website notices that all of the information is contained within the website-there are no links to other websites. The website provides frequently updated information on the sports players, matches, and licensed merchandise on a starry black background. The website is lacking __________, a website design element that influences customer experience.

Accepted Answer

A)  context
B)  communication
C)  commerce
D)  connection
E)  contentF) B) and D)
G) A) and D)

Question 4

The amount of time per month that visitors spend on a company's website is referred to as

Accepted Answer

A)  visiting time.
B)  stickiness.
C)  staying power.
D)  browsing time.
E)  connectiveness.F) C) and D)
G) A) and D)

Question 5

In terms of the online customer experience, context refers to

Accepted Answer

A)  the ability of a website to modify itself to, or be modified by, each individual user.
B)  a website's aesthetic appeal and functional look and feel, reflected in site layout and visual design.
C)  the website's ability to conduct sales transactions for products and services.
D)  a patented feature that allows users to order products with a single mouse click.
E)  the dialogue that occurs between the website and its users.F) B) and E)
G) C) and D)

Question 6

iVillage.com is a website targeted at women who share common interests such as career management, personal finances, parenting, relationships, beauty, and health. The site features articles, newsletters, and videos on these topics as well as the opportunity for visitors to link to its social media sites like Facebook and Pinterest. This describes one example of why consumers shop and buy online, which is

Accepted Answer

A)  control.
B)  customization.
C)  convenience.
D)  choice.
E)  communication.F) C) and D)
G) B) and D)

Question 7

Collaborative filtering gives marketers the ability to make a dead-on sales recommendation to a buyer in

Accepted Answer

A)  a manner of minutes.
B)  real time.
C)  click time.
D)  virtual time.
E)  bona fide time.F) B) and E)
G) A) and D)

Question 8

Electronic shopping agents that comb websites to compare prices and product or service features are referred to as

Accepted Answer

A)  cookies.
B)  weblinks.
C)  intranets.
D)  extranets.
E)  bots.F) B) and E)
G) All of the above

Question 9

Two unique capabilities of Internet technology, __________, promote and sustain customer relationships.

Accepted Answer

A)  choice and control
B)  cost and convenience
C)  interactivity and individuality
D)  communication and information
E)  choice boards and collaborative filteringF) A) and E)
G) A) and B)

Question 10

A company that successfully employs permission marketing adheres to three rules: (1)  opt-in customers receive only information that is relevant or meaningful to them; (2)  customers are given the option of opting out, or changing the kind, amount, or timing of information sent to them; and (3)  __________.

Accepted Answer

A)  their customers are assured that their name or buyer profile data will not be sold or shared with others
B)  customers will receive a "30-day money back guarantee if not 100 percent satisfied" for any product purchased online
C)  customers will be protected from identity theft for any product purchased from its website
D)  the firm will never buy marketing lists from other companies that may contain their personal information
E)  opt-in customers will be guaranteed the lowest possible price for an item compared to similar products or services sold by its competitorsF) C) and D)
G) B) and E)

Question 11

What technology term would be used to describe the capability of capturing visitor information to a website such as expressed product preferences, personal data, passwords, and financial information, including credit card numbers?

Accepted Answer

A)  spam
B)  spiders
C)  loggers
D)  cookies
E)  trackersF) All of the above
G) A) and B)

Question 12

Beauty product websites are traditionally designed to be more __________ oriented than travel websites.

Accepted Answer

A)  content
B)  functionally
C)  aesthetically
D)  text
E)  pictureF) B) and D)
G) D) and E)

Question 13

A recurring issue for manufacturers with transactional websites is the threat of __________________ and the potential harm to trade relationships with their retailing intermediaries.

Accepted Answer

A)  channel conflict
B)  channel clash
C)  channel chaos
D)  channel divergence
E)  channel discordF) All of the above
G) A) and D)

Question 14

Although Recreational Equipment, Inc. (www.rei.com)  has typical retail store hours, 35 percent of its orders are placed between the hours of 10 p.m. and 7 a.m. This shows how electronic commerce contributes to customer value through the creation of

Accepted Answer

A)  time utility.
B)  place utility.
C)  possession utility.
D)  form utility.
E)  financial utility.F) A) and B)
G) A) and C)

Question 15

In terms of the online customer experience, content refers to

Accepted Answer

A)  a website's capabilities to enable commercial transactions.
B)  all the digital information on a website-text, video, audio, and graphics.
C)  the multiple ways the website enables user-to-user communication.
D)  the dialogue that unfolds between the website and its users.
E)  the information consumers provide to the firm through its website.F) C) and D)
G) None of the above

Question 16

Pizza Hut's management team uses a(n)  __________ to monitor various aspects of the brand's marketing program and provide an almost constant stream of fresh information that it can use to optimize engagement with people or tweak various aspects of performance.

Accepted Answer

A)  Gantt chart
B)  market-product grid
C)  marketing dashboard
D)  information screen
E)  BCG matrixF) C) and E)
G) None of the above

Question 17

An interactive, Internet-enabled system that allows individual customers to design their own products by answering a few questions and choosing from a menu of product attributes, prices, and delivery options, is referred to as a

Accepted Answer

A)  wiki.
B)  cookie.
C)  choice board.
D)  bot.
E)  collaborative filter.F) A) and B)
G) A) and C)

Question 18

Which of the following profiles would most likely describe an online consumer?

Accepted Answer

A)  a tech-savvy high-school student living with her parents
B)  a 21-year-old high-school graduate earning $18,000 annually living in his own apartment
C)  a 28-year-old chemical engineer living in the suburbs with her husband and two children
D)  a 55-year-old factory worker living with his wife in an apartment
E)  a 70-year-old retired naval officer living in a retirement communityF) A) and B)
G) B) and D)

Question 19

Customers can build their own bicycle at SevenCycles.com by answering a few questions and choosing from a menu of product attributes, prices, and delivery options. The design of a precise bicycle is made possible through the use of a

Accepted Answer

A)  wiki.
B)  cookie.
C)  bot.
D)  choice board.
E)  collaborative filter.F) B) and D)
G) B) and C)

Question 20

iVillage.com is a website for women that encourages its users to discuss health and beauty, parenting, personal finances, career management, and relationships. This website is an example of

Accepted Answer

A)  a web community.
B)  spam.
C)  a shopping bot.
D)  a blog.
E)  a web café.F) D) and E)
G) B) and C)

Exam 21: Implementing Interactive and Multichannel Marketing

In terms of the online customer experience, context refers to

Correct Answer
verified

Customers can build their own bicycle at SevenCycles.com by answering a few questions and choosing from a menu of product attributes, prices, and delivery options. The design of a precise bicycle is made possible through the use of a

Correct Answer
verified

In the traditional sense, a __________ is where buyers and sellers engage in face-to-face exchange relationships in a material environment characterized by physical facilities and mostly tangible objects.

Correct Answer
verified

Electronic shopping agents that comb websites to compare prices and product or service features are referred to as

Correct Answer
verified

The amount of time per month that visitors spend on a company's website is referred to as

Correct Answer
verified

In terms of the online customer experience, content refers to

Correct Answer
verified

Pizza Hut's management team uses a(n) __________ to monitor various aspects of the brand's marketing program and provide an almost constant stream of fresh information that it can use to optimize engagement with people or tweak various aspects of performance.

Correct Answer
verified

Which of the following examples demonstrates how electronic commerce creates customer value through form utility?

Correct Answer
verified

A recurring issue for manufacturers with transactional websites is the threat of __________________ and the potential harm to trade relationships with their retailing intermediaries.

Correct Answer
verified

iVillage.com is a website for women that encourages its users to discuss health and beauty, parenting, personal finances, career management, and relationships. This website is an example of

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Which of the following profiles would most likely describe an online consumer?

Correct Answer
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Correct Answer
verified

An interactive, Internet-enabled system that allows individual customers to design their own products by answering a few questions and choosing from a menu of product attributes, prices, and delivery options, is referred to as a

Correct Answer
verified

Two unique capabilities of Internet technology, __________, promote and sustain customer relationships.

Correct Answer
verified

Beauty product websites are traditionally designed to be more __________ oriented than travel websites.

Correct Answer
verified

Collaborative filtering gives marketers the ability to make a dead-on sales recommendation to a buyer in

Correct Answer
verified

Although Recreational Equipment, Inc. (www.rei.com) has typical retail store hours, 35 percent of its orders are placed between the hours of 10 p.m. and 7 a.m. This shows how electronic commerce contributes to customer value through the creation of

Correct Answer
verified

What technology term would be used to describe the capability of capturing visitor information to a website such as expressed product preferences, personal data, passwords, and financial information, including credit card numbers?

Correct Answer
verified

Exam 21: Implementing Interactive and Multichannel Marketing

In terms of the online customer experience, context refers to

Correct AnswerverifiedShow Answer

Customers can build their own bicycle at SevenCycles.com by answering a few questions and choosing from a menu of product attributes, prices, and delivery options. The design of a precise bicycle is made possible through the use of a

Correct AnswerverifiedShow Answer

In the traditional sense, a __________ is where buyers and sellers engage in face-to-face exchange relationships in a material environment characterized by physical facilities and mostly tangible objects.

Correct AnswerverifiedShow Answer

Electronic shopping agents that comb websites to compare prices and product or service features are referred to as

Correct AnswerverifiedShow Answer

The amount of time per month that visitors spend on a company's website is referred to as

Correct AnswerverifiedShow Answer

In terms of the online customer experience, content refers to

Correct AnswerverifiedShow Answer

Pizza Hut's management team uses a(n) __________ to monitor various aspects of the brand's marketing program and provide an almost constant stream of fresh information that it can use to optimize engagement with people or tweak various aspects of performance.

Correct AnswerverifiedShow Answer

Which of the following examples demonstrates how electronic commerce creates customer value through form utility?

Correct AnswerverifiedShow Answer

A recurring issue for manufacturers with transactional websites is the threat of __________________ and the potential harm to trade relationships with their retailing intermediaries.

Correct AnswerverifiedShow Answer

iVillage.com is a website for women that encourages its users to discuss health and beauty, parenting, personal finances, career management, and relationships. This website is an example of

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Which of the following profiles would most likely describe an online consumer?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

An interactive, Internet-enabled system that allows individual customers to design their own products by answering a few questions and choosing from a menu of product attributes, prices, and delivery options, is referred to as a

Correct AnswerverifiedShow Answer

Two unique capabilities of Internet technology, __________, promote and sustain customer relationships.

Correct AnswerverifiedShow Answer

Beauty product websites are traditionally designed to be more __________ oriented than travel websites.

Correct AnswerverifiedShow Answer

Collaborative filtering gives marketers the ability to make a dead-on sales recommendation to a buyer in

Correct AnswerverifiedShow Answer

Although Recreational Equipment, Inc. (www.rei.com) has typical retail store hours, 35 percent of its orders are placed between the hours of 10 p.m. and 7 a.m. This shows how electronic commerce contributes to customer value through the creation of

Correct AnswerverifiedShow Answer

What technology term would be used to describe the capability of capturing visitor information to a website such as expressed product preferences, personal data, passwords, and financial information, including credit card numbers?

Correct AnswerverifiedShow Answer

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