Question 5 (1 point)

Saved

Customers tend to evaluate their service satisfaction based on

Question 5 options:

	rigorous adherence to policy and rapid fire questioning
	premium pricing and attractive packaging
	reliability and responsiveness
	low pricing and availability of discounts

Question 6 (1 point)

Saved

A key metric for measuring customer satisfaction is the

Question 6 options:

	response to customer inquiries
	latest version of the CRM software
	number of product defects
	staff turnover

Question 7 (1 point)

Saved

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)

Saved

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

Question 8 options:

	provide adequate training for its IT staff
	integrate IT and business knowledge to devise new business processes
	incentivize its staff to provide superior customer service
	integrate IT with the firm's existing customer relationship management software

Question 9 (1 point)

Saved

E-business lock-in means

Question 9 options:

	additional security to prevent identity theft
	offering discounts to valued customers
	motivating customers to remain with the supplier
	there are no upgrades available

Question 10 (1 point)

Saved

E-business novelty means creating customer value

Question 10 options:

	through innovations
	by 'likes'
	through fewer defects
	by discounting

Question 11 (1 point)

ICT use in energy intensive industries has been found to

Question 11 options:

	reduce the likelihood of earthquakes
	speed the conversion to wind energy
	increase the cost of energy for consumers
	reduce greenhouse gas emissions

Question 12 (1 point)

Financing green technology may

Question 12 options:

	contribute to employee retention
	not reward the corporation
	lead to patent violations
	generate above average returns for the corporation

Question 13 (1 point)

A firm's decision to embrace sustainability is driven by

Question 13 options:

	cost considerations
	the age and gender of the CEO
	the core beliefs of the firm
	government regulation

Question 14 (1 point)

Many firms have initiated environmental sustainability plans in an effort to

Question 14 options:

	strengthen the corporate brand
	please the Board of Governors
	avoid government regulation
	reduce taxes payable

Question 15 (1 point)

Corporate environmental sustainability initiatives are primarily intended to

Question 15 options:

	reduce consumption
	persuade consumers to spend
	encourage recycling
	limit reuse

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
	1990s
	2000s
	1970s

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
	internet
	computer
	social

Question 19 (1 point)

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

Question 19 options:

	internet
	information
	computer
	social

Question 20 (1 point)

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

Question 20 options:

	information
	internet
	social
	computer

Question 21 (1 point)

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

Question 21 options:

	homelessness
	the transmission of communicable diseases
	unemployment
	poverty

Question 22 (1 point)

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

Question 22 options:

	free museum passes
	affordable housing
	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:

	a laptop for every child
	anti-fraud legislation
	consumer protection
	tuition support for IT students

Question 25 (1 point)

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

Question 25 options:

	digital games on demand
	free streaming television
	increased access to public information and services
	more online shopping sites