Question 1 options:

customer-centric

ethnocentric

process-centric

product-centric

Question 2(1 point)

Benefits to implementing customer relationship management programs include

Question 2 options:

reduced government regulation

fewer product rejects

better community support

improved customer retention

Question 3(1 point)

Metrics that can be used to evaluate customer knowledge include

Question 3 options:

number of invoices processed per day and cost per transaction

date and cost of last software upgrade

number of customer acquisitions and page views per day

diversity of the workforce and number of languages spoken

Question 4(1 point)

Metrics that can be used to evaluate customer interactions include

Question 4 options:

safety record and number of days since last safety incident

cost of capital and return on assets

product diversity and number of payment methods

size of the warehouse and number of forklifts

Question 5(1 point)

Customers tend to evaluate their service satisfaction based on

Question 5 options:

premium pricing and attractive packaging

reliability and responsiveness

rigorous adherence to policy and rapid fire questioning

low pricing and availability of discounts

Question 6(1 point)

A key metric for measuring customer satisfaction is the

Question 6 options:

response to customer inquiries

staff turnover

number of product defects

latest version of the CRM software

Question 7(1 point)

One of the competencies needed by SMEs for a successful e-business is

Question 7 options:

a visionary leader

significant financial resources

a large IT staff

an e-business strategy

Question 8(1 point)

A second competency required by SMEs for e-business success is an ability to

Question 8 options:

integrate IT and business knowledge to devise new business processes

incentivize its staff to provide superior customer service

provide adequate training for its IT staff

integrate IT with the firm's existing customer relationship management software

Question 9(1 point)

E-business lock-in means

Question 9 options:

motivating customers to remain with the supplier

there are no upgrades available

additional security to prevent identity theft

offering discounts to valued customers

Question 10(1 point)

E-business novelty means creating customer value

Question 10 options:

by 'likes'

by discounting

through fewer defects

through innovations

Question 11(1 point)

ICT use in energy intensive industries has been found to

Question 11 options:

speed the conversion to wind energy

reduce greenhouse gas emissions

increase the cost of energy for consumers

reduce the likelihood of earthquakes

Question 12(1 point)

Financing green technology may

Question 12 options:

generate above average returns for the corporation

lead to patent violations

not reward the corporation

contribute to employee retention

Question 13(1 point)

A firm's decision to embrace sustainability is driven by

Question 13 options:

the core beliefs of the firm

cost considerations

government regulation

the age and gender of the CEO

Question 14(1 point)

Many firms have initiated environmental sustainability plans in an effort to

Question 14 options:

reduce taxes payable

please the Board of Governors

avoid government regulation

strengthen the corporate brand

Question 15(1 point)

Corporate environmental sustainability initiatives are primarily intended to

Question 15 options:

reduce consumption

persuade consumers to spend

limit reuse

encourage recycling

Question 16(1 point)

A number of European countries started governmental initiatives to promote what is referred to as the ''Information Society" in the

Question 16 options:

1980s

2000s

1970s

1990s

Question 17(1 point)

The term "information society" refers to the ______________, ______________________, __________________, and __________________________ infrastructure of a country.,

Question 17 options:

computer, information, internet, social

age, health, education, energy

cultural, administrative, geographic, technological

GDP, per capita income, internet usage, social

Question 18(1 point)

Cell phone usage is an element of a country's __________________ infrastructure.

Question 18 options:

information

social

computer

internet

Question 19(1 point)

Newspaper readership is an element of a country's ________________ infrastructure.

Question 19 options:

internet

computer

social

information

Question 20(1 point)

The numbers of pcs per student is an element of a country's _________________ infrastructure.

Question 20 options:

internet

information

computer

social

Question 21(1 point)

A country's concern for _________________ has sometimes been the driver for government investment in telecommunications infrastructure.

Question 21 options:

unemployment

poverty

the transmission of communicable diseases

homelessness

Question 22(1 point)

A current information society concern for Austria is to provide its citizens with

Question 22 options:

affordable housing

free museum passes

cheap and easy access to the internet

open and transparent access to government

Question 23(1 point)

One of the challenges of allowing citizens to communicate electronically with public agencies via the internet is

Question 23 options:

different internet browsers

the continuing need for paper files

the reluctance of public agencies to engage with the public electronically

electronic signatures

Question 24(1 point)

An information society priority for the German government has been

Question 24 options:

consumer protection

anti-fraud legislation

tuition support for IT students

a laptop for every child

Question 25(1 point)

The EU's information society priorities include internet based services designed to give its citizens

Question 25 options:

more online shopping sites

digital games on demand

free streaming television

increased access to public information and services