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Contemporary Logistics Chapter 7: Demand Management, Order Management and Customer Service
Flashcards
10 cards
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Questions
10
Answers
1
process of taking corrective action; measurements show that customer service's goals & objectives are not being achieved
Leadership
Benchmarking
Control
Managing
2
CPA stands for ____
Customer Profitability Analysis
Certified Public Accountant
Cost Per Acquisition
Consumer Protection Agency
3
“The ability of logistics management to satisfy users in terms of time, dependability, communication, and convenience.”
Order Cycle
Demand Management
Customer Service
Supply Chain Management
4
The percentage of orders that can be completely and immediately filled from existing stock is the ____ rate
Order Cycle
Optimal Inventory
Perfect Order
Order Fill
5
Which of the following does not belong to the Customer Service Dimension?
Dependability
Time
Convenience
Quality
6
Great response to service failure sometimes result in__ with higher regard for the responsible company from customers
Service Failures
Service Failure Paradox
Service Recovery
Service Recovery Paradox
7
__refers to the number of products from which a firm’s customers can choose to meet their needs
Sustainability
Dependability
Benchmarking
Substitutability
8
continuous process of identification of internal and external processes of an organisation
Benchmarking
Process Benchmarking
Performance Evaluating
Performance Benchmarking
9
What component of Customer Service focuses on the ease of doing business with a seller?
Time
Dependability
Convenience
Communication
10
Seperate marketing channels that serve an individual customer
Multichannel Marketing Systems
Marketing Mix
Multinational Marketing Information System
Multimedia Marketing System
