Unlock document.
This document is partially blurred.
Unlock all pages and 1 million more documents.
Get Access
29.
(p. 8)
During the early days of business growth, many sold or bartered products from their
homes in what became known as ____.
30.
(p. 14)
RedAngle Corp. is a company that allows its employees to set up home offices and
communicate electronically to its corporate office. This is an example of ____.
31.
(p. 15)
The term that applies to the situation in which employees are terminated or empty
positions are left unfilled once someone leaves an organization is ____.
32.
(p. 21)
_____ is the term applied to an ongoing trend of information, knowledge and resource
sharing around the world.
33.
(p. 21)
B2B stands for ____.
34.
(p. 21)
_____ refers to the relocation of business services by an organization from one country to
another.
35.
(p. 21)
_____ occurs when organizations decide to have its own employees assume functions and
perform work instead of contracting out to third parties.
36.
(p. 22)
Which of the following countries is a part of the North American Free Trade Agreement
37.
(p. 27)
Which of the following statements best describes the term "e-commerce?"
38.
(p. 28)
Which of the following statements is true of the impact of the economic recession on
consumers' mindset?
39.
(p. 29)
Service providers invest large amounts of money in training employees because ____.
40.
(p. 30)
Which of the following is a component of a customer service environment?
41.
(p. 31)
Those who actively seek out, research and buy, rent or lease products or services offered
by a business are its ____.
42.
(p. 31)
Who among the following is an example of external customers?
43.
(p. 31)
Employees of other departments or branches, co-workers and other people who work
within the same organization are ____.
44.
(p. 31)
Who among the following is an example of internal customers?
45.
(p. 33)
The _____ includes an element of an organization that a customer experiences.
46.
(p. 33)
_____ undertakes activities such as recruiting, selecting, training, and retaining qualified
people.
47.
(p. 36)
_____ refers to the products or services offered by an organization.
48.
(p. 36)
The manner in which a company and its employees treat its customers when delivering
the company's products or other deliverables is known as ____.
49.
(p. 37)
_____ is a term that describes an organization that uses knowledge as a basis for
competitive advantage.
50.
(p. 37)
The process of correcting something that has gone wrong involving provision of a product
to a client is called ____.
Short Answer Questions
51.
(p. 8)
Define the service sector and list a few industries that it covers.
52.
(p. 21)
Distinguish between offshoring and outsourcing.
53.
(p. 27)
Define e-commerce.
54.
(p. 32)
Discuss the term organizational culture.
55.
(p. 37)
Explain the term service recovery.
