1. Explain the differences between transactional and relationship marketing. How do these differences lead to increasing emphasis on logistical performance in supply chain management?

2. Why are the four primary service outputs of spatial convenience, lot size, waiting time, and product variety important to logistics management? Provide examples of competing firms that differ in the level of each service output provided to customers.

3. Using the ten categories of customer expectations in Table 4.2, develop your own examples of how customers might evaluate performance of a supplier.

4. Compare and contrast the customer service, customer satisfaction, and customer success philosophies of supply chain management.

5. What is meant by value-added services? Why are these services considered essential in a customer success program?