Chapter 4: Multiple Choice Flashcards
Basic customer expectations are generally considered the minimum performance level required to stay in business and are often called
Order Qualifiers
Goods and service features and performance characteristics that differentiate one customer benefit package from another and win the customer’s business are called
Order Winners
Which of the following is not one of the three attributes customers use to evaluate the quality of goods and services?
Perception
_______ are those that be discerned only after purchase or during consumption or use.
Experience Attributes
_______ are any aspects of a good or service that the customer must believe in, but cannot personally evaluate even after purchase and consumption
Credence Attributes
_______ are those that a customer can determine prior to purchasing the goods and/or services
Search Attributes
Dell Computer’s competitive priorities in its manufacturing and sales of PCs are
Quality and Flexibility
By reducing non-value-added steps in a process, all of the following are reduced except
Improvements in Quality
The discovery and practical application or commercialization of a device, method or idea that differs from existing norms is the definition of
Innovation
The three levels of strategy that most large organizations have include all of the following except
Competitive
The competitive priorities the firm should pursue would be a component of which of the three levels of strategy for large organizations?
Business Strategy
Operations strategy is an example of
Functional Strategy
Which of the following is not considered an element of an organization’s infrastructure?
Manufacturing Processes
