Question 1 (5 points)
__________ such as strategic outsourcing partners, application service providers (ASPs) and system integrators provide the electronic infrastructure for a company.
Strategic core value chain partners
Upstream value chain partners
Downstream value chain partners
Value chain integrators
Question 2 (5 points)
__________ include wholesalers, distributors, retailers and customers.
Strategic core value chain partners
Upstream value chain partners
Downstream value chain partners
Value chain integrators
Question 3 (5 points)
__________ effects can be achieved through loyalty programs of online retailers, offering transaction safety and reliability guaranteed by third parties, promoting online communities, and allowing customization of products, information, and website layout and content.
Novelty
Lock-in
Loyalty
Innovative
Question 4 (5 points)
The installation of a product, supplying spare parts, and exchanging faulty products are part of the __________ process.
sales
support
service
production
Question 5 (5 points)
__________ represent the ability of a firm to use resources efficiently and effectively.
Competencies
Capabilities
Assets
Skills
Question 6 (5 points)
An important building block of the __________ approach is that strategy rests less on functional divisions and products and rather more on processes that cut across different functions.
competence-based
functional-based
relational-based
divisional-based
Question 7 (5 points)
Customers have to appreciate the value of what the competence produces. This can be achieved through either the __________ or the increasing of customer benefit, as perceived by customers.
lowering of costs
leveraging of innovation
focus on core competencies
decreasing of customer risk
Question 8 (5 points)
For companies such as YouTube, whose value processes are more orientated towards the social web's model, it is the user who generates content and therefore becomes a crucial part of the value:
chain.
network.
integration.
partnership.
Question 9 (5 points)
__________ activities within a firm include inbound logistics, operations, outbound logistics, marketing and sales and after-sales service.
Support
Primary
Secondary
Operational
Question 10 (5 points)
The concept of the virtual value chain suggests that information captured in the __________ for activities such as order processing and logistics should be used to offer enhanced quality of customer service.
physical value chain
internal value chain
relational value chain
value network
Question 11 (5 points)
In order for a competence to be considered as core, it needs to be all of the following EXCEPT:
valuable.
unique.
hard to imitate.
innovative.
Question 12 (5 points)
__________ activities include the acceptance over the Internet of online orders (i.e. commercial transactions) and electronic payments (i.e. financial transactions).
Support
Processing
Transaction
Operational
Question 13 (5 points)
Through the increased usage of IT-based communication, value __________ have gained importance as companies have outsourced numerous non-core activities to outside partners.
chains
networks
relationships
groups
Question 14 (5 points)
Amazon.com has also extensively used information captured throughout its __________ to create value. Customers have the possibility of tracking past purchases online and checking the status of delivery.
internal value chain
virtual value chain
value network
physical value chain
Question 15 (5 points)
Through the increased usage of IT-based communication, __________ have gained importance as companies have outsourced numerous non-core activities to outside partners.
support services
processing systems
transaction activities
value networks
Question 16 (5 points)
The __________ describes the main features that a firm can offer to its customers.
virtual value chain
value network
ICDT model
internal value chain
Question 17 (5 points)
Communication activities include two-way communication between a company and its online visitors and customers. This can take place via Internet applications such as email and:
social media.
YouTube videos.
real-time chat.
search engines.
Question 18 (5 points)
By taking orders online, the Internet has, in many cases, drastically changed a company's __________ activities.
sales
service
production
support
Question 19 (5 points)
The development activity of a new software program displays very large __________ since the software can be replicated at a negligible cost.
tangible and intangible consumer benefits
differentiation potential
economies of scale
internal value
Question 20 (5 points)
The online delivery of digital goods, such as software, music, videos, films, and e-books, by letting customers download the purchased product(s), is an example of:
fulfillment.
transaction.
distribution.
customer support.
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