Explain the measures of customer service that are influenced by the structure of the distribution network
What will be an ideal response?
Answer: Response time is the time between when a customer places an order and receives delivery.
Product variety is the number of different products/configurations that a customer desires from the distribution network.
Availability is the probability of having a product in stock when a customer order arrives.
Customer experience includes the ease with which the customer can place and receive their order. It also includes purely experiential aspects, such as the possibility of getting a cup of coffee and the value that the sales staff provides.
Order visibility is the ability of the customer to track their order from placement to delivery.
Returnability is the ease with which a customer can return unsatisfactory merchandise and the ability of the network to handle such returns.
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In terms of the relationship between message strategies and the hierarchy of effects model, conative message strategies are best suited to develop conviction and the actual purchase of a particular product or brand
Indicate whether the statement is true or false
Emotional appeal should be included in
a. informative speeches. b. persuasive speeches. c. informative and persuasive speeches. d. neither informative nor persuasive speeches.
How does the text define “fairness”?
a. making decisions according to rules not based on personal biases b. treating everyone with dignity c. equal distribution of scarce resources d. making fair distinctions among possible options
An ethical and a moral obligation are the same
Indicate whether the statement is true or false