Internal employees or external consultants who pose as customers in on-site visits, over the telephone, or online to determine how well customers are being served are known as ________.
A. mystery shoppers
B. category captains
C. lobbyists
D. jobbers
Answer: A
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Which of the following are common brainstorming session guidelines?
a. Freedom of expression. b. Respectful communication. c. Suspension of criticism. d. All of the above.
Imitation is made more difficult when the foundation for competitive advantage is
a. observable. b. based on complex organizational routines. c. valuable. d. obtainable in the market. e. based on a tangible asset.
Identifying the primary and secondary activities that comprise a company's value chain
A. is called benchmarking. B. indicates whether a company's resource strengths will ultimately translate into greater value for shareholders. C. is the first step in understanding a company's cost structure (since each activity in the value chain gives rise to costs). D. reveals whether a company's resource strengths are well-matched to the industry's key success factors. E. is called resource value analysis.
Does competition between unions help or hurt workers?
What will be an ideal response?