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Exam 6: Quality in Customer Supplier Relationships

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Question 21

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One of the benefits of reducing the number of suppliers is that there are fewer "special causes" of variation.

A) True
B) False

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Question 22

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What are the commonly used factors to measure customer loyalty and engagement?

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Commonly used factors to measure custome...

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Question 23

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Describe imprint analysis.

Which of the following is a key idea of integrative bargaining?

While dealing with suppliers, it is important to:

List some of the most popular ways of collecting information about customers.

As per the net promoter score, scores of 6 or below represent _____.

"Implication" refers to the collection of associations and emotions unconsciously linked to a word, concept, or experience.

Unlike Resource Dependence Perspective, the total quality perspective recognizes that organizations must satisfy the demands of not only customers, but also other entities in the environment including various government agencies, interest groups, shareholders, and-to some extent -society as a whole.

How does CRM help firms gain and maintain competitive advantage?

_____ refers to customers' investment in or commitment to a brand and product offerings.

Deming recommends joint quality planning between customers and suppliers, featuring the exchange of quality-related information.

The Resource Dependence Perspective deals with how organizations manage to get the resources they need from their environment.

In relation to an approach to get into customers' minds, _____ refers to the collection of associations and emotions unconsciously linked to a word, concept, or experience.

Which of the following ideas of integrative bargaining deals with eliminating emotions from issues, forcing participants to work together to attack the problem and not each other?

Many firms use a metric called _____ to measure customer loyalty and engagement.

Characteristics of _____ include customer retention and loyalty, customers' willingness to make an effort to do business with the organization, and customers' willingness to actively advocate for and recommend the brand and product offerings.

In Japanese, the word _____ means both "customer" and "honorable guest. "

Multiple levels of review and inspection reduces the cost incurred by the suppliers.

A formal approach to getting into customers' minds that involves looking deeply into people's past experiences for events and experiences that generated strong emotions at an early age is called: