BUSI 330 quiz 8 complete solutions correct answers A+ work

Liberty University BUSI 330 quiz 8 complete solutions correct answers A+ work

More than 5 different versions

Question 1

Choice, a reason customers shop and buy online, has two dimensions. They are

Question 2

Coca‑Cola hosts MyCoke.com that allows people to congregate online and exchange views on topics of common interest. This website is an example of __________.

Question 3

The ability of customers to avail themselves of numerous websites for almost anything they want, as well as the ability to engage in electronic dialogue with marketers for the purpose of making informed decisions, are both elements referred to as __________.

Question 4

The view that holds customers will abandon their efforts to enter and navigate a website if download time exceeds eight seconds is referred to as __________.

Question 5

Consider Figure 18‑2 above. "D" refers to which of the following website design elements?

Question 6

The top reasons cross‑channel shoppers research items online before buying in stores include: (1) the desire to compare products among different retailers; (2) the need for more information than is available in stores; and (3) the ease of __________.

Question 7

Which of the following transactions occurred in the marketspace?

Question 8

When MSN Hotmail included its tagline, "Get your Private, Free E‑mail from MSN Hotmail," on each of the millions of e‑mails it processed daily, Microsoft was using __________.

Question 9

A company that successfully employs permission marketing adheres to three rules: (1) optin customers only receive information that is relevant or meaningful to them; (2) customers are given the option of opting out, or changing the kind, amount, or timing of information sent to them; and (3) __________.

Question 10

Six (6) general product and service categories dominate online consumer buying. One category includes items such as DVDs, for which

Question 11

Computer files that a marketer can download onto the computer of an online shopper who visits the marketer's website are referred to as __________.

Question 12

Internet‑enabled technology employed in transmitting information from marketer‑toconsumer, consumer‑to‑consumer, and consumer‑to‑marketer is referred to as __________.

Question 13

Pizza Hut revolutionized the quick serve restaurant (QSR) world through a(n) __________ marketing approach that created a customer experience and a customer engagement platform that was second to none.

Question 14

Two major issues that contribute to consumers' hesitancy to use online shopping are __________.

Question 15

The communication capabilities of Internet‑enabled technologies take three forms: (1) marketer‑to‑consumer e‑mail notification; (2) __________; and (3) consumer‑to‑consumer chat rooms, instant messaging, and social networking websites.

Question 16

Which of the following statements regarding online consumers is most accurate?

Question 17

Automobile dealerships have invested significant time, effort, and money in their websites. Dealerships commonly measure website performance by tracking visits, visitor traffic, and __________—the amount of time per month that visitors spend on their websites.

Question 18

Internet‑enabled technologies provide communication capabilities that take three forms. They are

Question 19

Consider the "stickiness" marketing dashboard above for an automobile dealership. To gauge the "stickiness" of its website, the firm monitors the average time spent per unique monthly visitor (in minutes) on its website (the third metric above in the dashboard). This is done by tracking the average visits per unique monthly visitor (the first metric above) and the average time spent per visit, in minutes, (the second metric above) that is displayed on its marketing dashboard. For 2012 or "B," what was the average time spent per unique monthly visitor (in minutes) on the automobile dealership's website?

Question 20

Those people who object to cookies are most likely concerned with __________.

Question 21

The six reasons why consumers shop and buy online are

Question 22

An online forum where people can discuss a wide variety of subjects is referred to as (a) __________.

Question 23

Consider the UMD18: Stickiness Marketing Dashboard above for an automobile dealership. To gauge the "stickiness" of its website, the firm monitors the average time spent per unique monthly visitor (minutes) on its website (the third metric above in the dashboard). This is done by tracking the average visits per unique monthly visitor (the first metric above) and the average time spent per visit, in minutes, (the second metric above) that is displayed on its marketing dashboard. For 2011 or "A," what was the average time spent per unique monthly visitor (in minutes) on the automobile dealership's website?

Question 24

Buzz is particularly influential for which of the following items?

Question 25

Users of NYTimes.com can peruse the book review section and click on a link to Barnes & Noble to order a book or browse related titles that was reviewed. NYTimes.com effectively uses the __________ website design element.

Question 26

To gauge stickiness, a company monitors

Question 27

At the De Beers website, users can design their own rings and show them to others. One out of five website visitors e‑mail their ring design to friends and relatives who will then visit the site. De Beers is using __________ to promote its diamonds.

Question 28

The view which holds that online shopping and buying avoids fighting traffic or standing in store checkout lines is an example of __________.

Question 29

Two general applications of websites exist based on their intended purpose: (1) transactional websites and (2) __________ websites.

Question 30

Which of the following statements about cost and its impact on online shopping is most accurate?

Question 1 Monster.com is a leading online, job­hunting website. A person hunting for a new job does not have to look at every listing on the website. He or she can type in a job description and Monster.com will find all the matching jobs plus continue the search and e­mail any new relevant listings. Monster.com uses __________ to send its e­mail updates, which includes ads from other businesses.

Question 2 Internet­enabled capabilities that make possible a highly interactive and individualized information and exchange environment for shoppers and buyers is referred to as __________.

Question 3 In the marketspace, consumers can tell marketers exactly what their requirements are, making possible the customization of a product or service to fit their exact needs. This means that marketers can use electronic commerce to enhance customer value by contributing to

Question 4 Recent research shows that __________ of U.S. online consumers are cross­channel shoppers.

Question 5 People who referred 10 friends to the Procter & Gamble website for Physique shampoo received a free, travel­sized styling spray and were entered in a sweepstakes to win a year's supply of the shampoo. The promotion generated 2 million referrals and made Physique the most successful new shampoo ever launched in the United States. To accomplish this, P&G used __________.

Question 6 A virtual __________ is a social network of individuals who interact through user­to­user communications hosted by a company to enhance customer experience and build a favorable buyer­seller relationship.

Question 7 In terms of website design and the online customer experience, community refers to

Question 8 Mars, Inc. uses __________ technology to decorate M&Ms with personal photos and messages.

Question 9 Pizza Hut realized that it did not make sense for them or their customers to create a community on the site, Pizza Hut tapped into __________ to achieve results in a very cost­effective manner.

Question 10

 Consider Figure 18­2 above. "F" refers to which of the following website design elements?

Question 11 Consider Figure 18­2 above. "E" refers to which of the following website design elements?

Question 12 Electronic shopping agents that comb websites to compare prices and product or service features are referred to as __________.

Question 13 Word­of­mouth behavior in marketspace is referred to as __________.

Question 14 Pizza Hut revolutionized the quick serve restaurant (QSR) world through a(n) __________ marketing approach that created a customer experience and a customer engagement platform that was second to none.

Question 15 A visitor to WWE.com will notice that all of the information contained within the website—there are no links to other websites. The website provides frequently updated information on WWE wrestlers, matches, and licensed merchandise on a starry black background. The WWE.com website is lacking __________, a website design element that influences customer experience.

Question 16 Interactive marketing is characterized by

Question 17 Customers can build their own bicycle at SevenCycles.com by answering a few questions and choosing from a menu of product attributes, prices, and delivery options. The design of a precise bicycle is made possible through the use of a __________.

Question 18 Which of the following statements regarding online consumers is most accurate?

Question 19 Internet­enabled software permits the practice of Delta Airlines to change their prices in real time in response to supply and demand conditions. This describes one example of why consumers shop and buy online, which is __________.

Question 20 Websites designed to advertise a company's products and provide information on how items can be used and where they can be purchased is referred to as __________ websites.

Question 21 Marketers produce a customer experience through seven website design elements: (1) context; (2) content; (3) community; (4) customization; (5) communication; (6) __________; and (7) commerce.

Question 22

Consider the "stickiness" marketing dashboard above for an automobile dealership. To gauge the "stickiness" of its website, the firm monitors the average time spent per unique monthly visitor (in minutes) on its website (the third metric above in the dashboard). This is done by tracking the average visits per unique monthly visitor (the first metric above) and the average time spent per visit, in minutes, (the second metric above) that is displayed on its marketing dashboard. For 2012 or "B," what was the average time spent per unique monthly visitor (in minutes) on the automobile dealership's website?

Question 23 Six (6) general product and service categories dominate online consumer buying. One category includes items such as DVDs, for which

Question 24 In 2004, the __________ Act became effective and restricts information collection and unsolicited e­mail promotions on the Internet.

Question 25 Pizza Hut's website customization is achieved in several ways, but the primary utility is to __________.

Question 26 The practice of changing prices for products in real time in response to supply and demand conditions is referred to as __________.

Question 27 Six (6) general product and service categories dominate online consumer buying. One category includes regularly purchased consumer packaged goods such as personal care items where

Question 28 What technology term would be used to describe the capability of capturing visitor information to a website such as expressed product preferences, personal data, passwords, and financial information, including credit card numbers?

Question 29 Promotional websites generate interest in and trial of a company's products and services by

Question 30 Six (6) general product and service categories dominate online consumer buying. One category includes items such as computer software, travel and lodging reservations and confirmations, financial brokerage services, and electronic ticketing when

ch21

1. Seven Cycles' motto, "One bike: Yours" reflects the company's

A. reputation for customized detailing of the finest motorcycles in competitive racing.

B. commitment to incorporating individual customer input for every single bike.

C. life-time anti-theft electronic GPS tracer built into every frame.

D. creativity promise, guaranteeing that the color, design, and detailing are completely unique for every single touring bike it makes.

E. promise to restore any bicycle, regardless of age or condition, and make it look and perform like new.

2. Seven Cycles has a __________ with its 233 authorized dealers and distributors.

A. contentious relationship

B. collaborative relationship

C. reciprocity agreement

D. joint partnership

E. franchise contract

3. Consumers and companies populate two market environments today. One is the traditional __________ and the other is the _________.

A. extranet; intranet

B. storefront; hypermarket

C. marketplace; marketspace

D. shopping mall; digital shopping center

E. online store; virtual store

4. An Internet-enabled digital environment characterized by face-to-screen exchange relationships and electronic images and offerings is referred to as a(n) _________.

A. extranet

B. intranet

C. marketplace

D. marketspace

E. Web portal

5. Which of the following transactions was made in the marketspace?

A. Connie purchased creative puzzles at an in-home demonstration by Discovery Toys.

B. Shelby purchased an iPhone case at a kiosk at the airport.

C. Joan bought a brand new pair of Dansko shoes through Zappos.com.

D. Corey bought a double-dipped chocolate ice cream cone from the ice cream man in his mobile ice cream truck.

E. Josh bought his mother a menorah through the Source for Everything Jewish gift catalog.

6. The key difference between the traditional marketplace and the new marketspace is that the marketspace is a(n) __________ exchange environment.

A. tangible

B. analog

C. physical

D. material

E. digital

7. The percentage of online shoppers

A. didn't begin to show promise until 2007 when online security measures improved.

B. slowed in 2009 when Internet penetration reached 98 percent of all U.S. households.

C. grew rapidly during 2003-2005 and then declined sharply when the "dot.com bubble" burst in 2006.

D. has shown growth in both online shoppers year after year and is expected to continue in that direction for the next few years.

E. grew slowly for the first three years, spiked dramatically in 2008-09, but is expected to slow just as dramatically due to a downturn in the economy and the implementation of new on-line tax laws.

8. About __________ of Internet users ages 15 and older shop online in the United States.

A. 19%

B. 29%

C. 48%

D. 67%

E. 94%

9. The key to success in the marketspace hinges largely on a company's ability to

A. fill orders in a timely and efficient manner.

B. hire qualified multi-lingual sales and service representatives.

C. capitalize on the value-creation capabilities of Internet technology.

D. maintain equal competency both in Internet ("clicks") and physical retail stores ("bricks").

E. secure a Web site address that is simple to remember.

10. The greatest marketspace opportunity for marketers lies in its potential for creating _________.

A. form utility

B. time utility

C. price utility

D. possession utility

E. place utility

11. Which of the following characteristics of electronic commerce creates customer value by contributing to time and place utility?

A. Electronic commerce makes products and services available to customers faster.

B. Comparison shopping is easier in the marketspace than in the marketplace.

C. Customers anywhere can shop in the marketspace at any time.

D. Products available in the marketspace are more easily customized.

E. Consumers can tell marketers exactly what they want in the marketspace.

12. Amazon.com, an Internet retailer, is located in the U.S. Twenty percent of its book sales are to customers who live outside the United States. This shows how electronic commerce contributes to customer value through the creation of _________.

A. service utility

B. place utility

C. possession utility

D. form utility

E. time and possession utility

13. Although Recreational Equipment, Inc. (www.rei.com), has typical retail store hours, thirty-five percent of its sales are made between the hours of 10:00 PM and 7:00 AM. This shows how electronic commerce contributes to customer value through the creation of _________.

A. time utility

B. place utility

C. possession utility

D. form utility

E. financial utility

14. Marks & Spencer is a well-known British department store located in the U.K. Customers from Chicago or Dallas can shop for clothing as easily as a person living in London. This shows how electronic commerce contributes to customer value through the creation of

A. service utility.

B. place utility.

C. possession utility.

D. form utility.

E. possession and place utility.

15. In the marketspace, consumers can tell marketers exactly what their requirements are, making customization of a product or service to fit their exact needs. This means that marketers can use electronic commerce to enhance customer value by contributing to

A. place utility.

B. form utility.

C. time utility.

D. possession utility.

E. product utility.

16. Which of the following examples demonstrates how electronic commerce creates customer value through form utility?

A. Recreational Equipment, an outdoor gear marketer, receives 35% of its sales between the hours of 10:00 PM and 7:00 AM when its retail stores are closed.

B. Twenty percent of book sales at Amazon.com are from buyers who live outside the U.S.

C. Travelocity.com provides almost immediate access to and confirmation of travel arrangements and accommodations.

D. Bluefly.com, an apparel company, encourages customers to create their own uniquely designed shirts.

E. Pediatricians can purchase dinosaur stethoscope covers at AllHeart.com.

17. Matthew is planning a trip to Mexico for spring break. One night about midnight, he decides to visit Orbitz, airline, car rental, and lodging electronic reservation system, to book his flight using the computer in his dorm room. It takes him about 5 seconds to connect to Orbitz, where he is prompted to enter his preferred travel dates and times and to specify which of several criteria such as schedule or price is most important to him. Matt is on a tight budget, so he checks the price of several flights. A second or two after submitting this information, data about several flights on various airlines, arranged from least to most expensive, appears on his computer screen. He requests seats on the connection that best meets his budget and scheduling preferences and receives instantaneous confirmation of his reservation. After providing his credit card number, he prints out a copy of his itinerary. The total time to complete the transaction is less than five minutes. Orbitz created customer value for Matt by contributing to which of the following forms of utility?

A. Time utility.

B. Place utility.

C. Possession utility.

D. Form utility.

E. All four utilities: time, place, possession, and form.

18. Two unique capabilities of Internet technology, _________, and _________, promote and sustain customer relationships.

A. choice; control

B. cost; convenience

C. interactivity; individuality

D. communication; information

E. choiceboards; collaborative filtering

19. Individuality and interactivity are important capabilities that marketers derive from Internet technology. Both capabilities are important building blocks for buyer-seller relationships. For these relationships to develop, companies must treat customers as individuals and empower them to (1) influence the timing and extent of the buyer-seller interaction and (2) _________, the information they receive, and in some cases, the prices they pay.

A. demand product quality and timely service

B. shop confidently without fear of identity theft

C. shop confidently with the knowledge of warranty protection

D. have a say in the kind of products and services they buy

E. comparison shop with the prices of competitors alongside

20. Interactive marketing refers to

A. the two-way buyer-seller electronic communication in a computer-mediated environment in which the buyer controls the kind and amount of information received from the seller.

B. the two-way buyer-seller electronic communication in a computer-mediated environment in which the seller controls the kind and amount of information received from the buyer.

C. the interactive, Internet-enabled system that allows individual customers to design their own products and services by answering a few questions and choosing from a menu of product or service attributes, prices, and delivery options.

D. the consumer-initiated practice of generating content on a marketer's Web site that is custom-tailored to an individual's specific needs and preferences.

E. an Internet-enabled digital environment characterized by face-to-screen exchange relationships and electronic images and offerings.

21. With interactive marketing,

A. the seller controls the kind and amount of information presented to the buyer.

B. buyers and sellers communicate face-to-face in the traditional marketplace.

C. media convergence is necessary for an exchange to take place.

D. the buyer controls the kind and amount of information received from the seller.

E. real time transactions are impossible.

22. Interactive marketing is characterized by

A. sophisticated choiceboards.

B. niche marketspaces.

C. the digital divide, which separates online consumers from traditional marketplace consumers.

D. a marketing mix strategy that de-emphasizes the promotion element.

E. a high level of convenience with little concern about cost.

23. An interactive, Internet-enabled system that allows individual customers to design their own products by answering a few questions and choosing from a menu of product attributes, prices, and delivery options, is referred to as a _________.

A. wiki

B. cookie

C. customerization

D. choiceboard

E. collaborative filter

24. Because __________ collect precise information about preferences and behavior of individual buyers, a company becomes more knowledgeable about a customer and better able to anticipate and fulfill that customer's needs.

A. wikis

B. RSS feeds

C. cookies

D. choiceboards

E. collaborative filters

Figure 21-1

25. Figure 21-1 above is an example of how Reebok has effectively used __________ technology to allow its customers to customize their athletic shoes.

A. wiki

B. RSS feed

C. choiceboard

D. e-mail

E. collaborative filter

26. Customers can build their own bicycle at SevenCycles.com by answering a few questions and choosing from a menu of product attributes, prices, and delivery options. The design of a precise bicycle is made possible through the use of a _________.

A. wiki

B. cookie

C. RSS feed

D. choiceboard

E. collaborative filter

27. Nike is a recognized innovator in the use of __________ for creating interactivity, individuality, and customer relationships. Its Nike iD Customized Product configurator invites customers to create oneof-a-kind shoes, messenger bags, and backpacks by simply answering a few questions and viewing the finished product from numerous angles.

A. wikis

B. cookies

C. RSS feeds

D. choiceboards

E. collaborative filtering

28. A process that automatically groups people with similar buying intentions, preferences, and behaviors and then predicts future purchases is referred to as _________.

A. a choiceboard

B. connectivity

C. collaborative filtering

D. interactive marketing

E. personalization

29. Collaborative filtering refers to

A. a process that automatically groups people with similar buying intentions, preferences, and behaviors and predicts future purchases.

B. the two-way buyer-seller electronic communication in a computer-mediated environment in which the buyer controls the kind and amount of information received from the seller.

C. the interactive, Internet-enabled system that allows individual customers to design their own products and services by answering a few questions and choosing from a menu of product or service attributes, prices, and delivery options.

D. the consumer-initiated practice of generating content on a marketer's Web site that is custom-tailored to an individual's specific needs and preferences.

E. an Internet-enabled digital environment characterized by face-to-screen exchange relationships and electronic images and offerings.

30. Amazon.com uses __________ to compare each user's purchases with the purchases of other users with similar preferences to create a list of purchase recommendations. Based on a customer's desire to purchase an artist's CD, Amazon might recommend a CD by a similar artist.

A. real-time e-commerce

B. connectivity

C. collaborative filtering

D. interactive marketing

E. personalization

31. When you view a selection at Amazon.com and see "Customers who bought this (item) also bought…" you are seeing the application of _________.

A. real-time e-commerce

B. connectivity

C. collaborative filtering

D. interactive marketing

E. personalization

32. The consumer-initiated practice of generating content on a marketer's Web site that is custom-tailored to an individual's specific needs and preferences is referred to as _________.

A. personalization

B. digitalization

C. normalization

D. intermediation

E. innovation

33. Personalization refers to

A. the solicitation of a consumer's consent to receive e-mail and advertising based on personal data supplied by the consumer.

B. a process that automatically groups people with similar buying intentions, preferences, and behaviors and predicts future purchases.

C. the consumer-initiated practice of generating content on a marketer's Web site that is custom-tailored to individual's specific needs and preferences.

D. the interactive, Internet-enabled system that allows individual customers to design their own products and services by answering a few questions and choosing from a menu of product or service attributes, prices, and delivery options.

E. an Internet-enabled digital environment characterized by face-to-screen exchange relationships and electronic images and offerings.

34. Monster.com is a leading online, job-hunting Web site. A person hunting for a new job does not have to look at every listing on the Web site. He or she can type in a job description and Monster.com will find all the matching jobs plus continue the search and e-mail any new relevant listings. If the individual has to stop looking before seeing all the relevant jobs, Monster.com will remember where he or she left off. Monster.com uses consumer-initiated _________.

A. choiceboard

B. personalization

C. collaborative filter

D. individualization

E. permission marketing

35. The solicitation of a consumer's consent (called "opt-in") to receive e-mail and advertising based on personal data supplied by the consumer is referred to as _________.

A. opt-out marketing

B. personalization

C. viral marketing

D. buzz marketing

E. permission marketing

36. The solicitation of a consumer's consent to receive e-mail and advertising based on personal data supplied by the consumer is called " __________."

A. opt-in

B. opt-out

C. cookies

D. spam

E. buzz

37. Permission marketing refers to

A. the interactive, Internet-enabled system that allows individual customers to design their own products and services by answering a few questions and choosing from a menu of product or service attributes, prices, and delivery options.

B. the consumer-initiated practice of generating content on a marketer's Web site that is custom-tailored to individual's specific needs and preferences.

C. the solicitation of a consumer's consent to receive e-mail and advertising based on personal data supplied by the consumer.

D. an Internet-enabled digital environment characterized by face-to-screen exchange relationships and electronic images and offerings.

E. a process that automatically groups people with similar buying intentions, preferences, and behaviors and predicts future purchases.

38. Companies that successfully employ permission marketing adhere to three rules: (1) ___________; (2) customers are given the option of opting out, or changing the kind, amount, or timing of information set to them; and (3) their customers are assured that their name or buyer profile data will not be sold or shared with others.

A. opt-in customers will be guaranteed the lowest possible price for an item compared to similar items of equal quality

B. opt-in customers only receive information that is relevant or meaningful to them

C. customers will receive information on-line before that information is available to customers at retail outlets

D. customers will receive a full 100 % satisfaction guarantee of product quality and performance for any product purchased online

E. customers will be guaranteed up to $1 million in identity theft protection for any product purchased online

39. Companies that successfully employ permission marketing adhere to three rules: (1) opt-in customers only receive information that is relevant or meaningful to them; (2) ___________; and (3) their customers are assured that their name or buyer profile data will not be sold or shared with others.

A. customers will receive a full 100 % satisfaction guarantee of product quality and performance for any product purchased online

B. customers will be guaranteed up to $1 million in identity theft protection for any product purchased online

C. opt-in customers will be guaranteed the lowest possible price for an item compared to similar items of equal quality

D. customers are given the option of opting out, or changing the kind, amount, or timing of information set to them

E. customers will receive information on-line before that information is available to customers at retail outlets

40. Companies that successfully employ permission marketing adhere to three rules: (1) opt-in customers only receive information that is relevant or meaningful to them; (2) customers are given the option of opting out, or changing the kind, amount, or timing of information sent to them; and (3) _________.

A. customers will receive a full 100 % satisfaction guarantee of product quality and performance for any product purchased online

B. customers will be guaranteed up to $1 million in identity theft protection for any product purchased online

C. their customers are assured that their name or buyer profile data will not be sold or shared with others

D. opt-in customers will be guaranteed the lowest possible price for an item compared to similar items of equal quality

E. customers will receive information on-line before that information is available to customers at retail outlets

41. Clinique Cosmetics has a database of more than 600,000 people who registered on its Web site by providing selected personal information. The registration process requested that customers fill out a brief survey and check a box that allows Clinique to send them product updates via e-mail. When Clinique introduced its Anti-Aging Serum, it sent e-mails to all women over 35 who had listed that they were worried about wrinkles. Eight percent of the women who received the e-mail purchased the new product. Clinique used __________ to introduce its new product.

A. opt-out marketing

B. personalization

C. viral marketing

D. buzz marketing

E. permission marketing

42. Monster.com is a leading online, job-hunting Web site. A person hunting for a new job does not have to look at every listing on the Web site. He or she can type in a job description and Monster.com will find all the matching jobs plus continue the search and e-mail any new relevant listings. Monster.com used ___________ to send its e-mail updates, which included ads from other businesses.

A. opt-out marketing

B. personalization

C. cookies

D. wikis

E. permission marketing

Figure 21-2

43. The box labeled "A" in Figure 21-2 above refers to which of the following Web site design element?

A. context

B. content

C. commerce

D. customization

E. connection

44. The box labeled "B" in Figure 21-2 above refers to which of the following Web site design element?

A. commerce

B. content

C. customers

D. customization

E. connection

45. The box labeled "C" in Figure 21-2 above refers to which of the following Web site design element?

A. commerce

B. content

C. customers

D. customization

E. connection

46. The box labeled "D" in text Figure 21-2 above refers to which of the following Web site design element?

A. commerce

B. content

C. communication

D. customization

E. connection

47. The box labeled "E" in Figure 21-2 above refers to which of the following Web site design element?

A. commerce

B. content

C. customers

D. customization

E. connection

48. The box labeled "F" in Figure 21-2 above refers to which of the following Web site design element?

A. community

B. content

C. commerce

D. customization

E. connection

49. The box labeled "G" in Figure 21-2 above refers to which of the following Web site design element?

A. commerce

B. content

C. community

D. customization

E. connection

50. From an interactive marketing perspective, __________ is defined as the sum total of the interactions a customer has with a company's Web site from the initial look at a home page through the entire purchase decision process.

A. digitalization

B. online marketing

C. customer experience

D. Web site design

E. interactive marketing

51. What is the standard for measuring a meaningful marketspace company presence?

A. the sales compared to the marketplace alternative

B. the quality of the Web site design

C. the quality of the customer experience

D. the shopping cart

E. the eight second rule

52. Marketers produce a customer experience through seven Web site design elements: (1) context; (2) content; (3) community; (4) customization; (5) communication; (6) connection; and (7) _________.

A. creativity

B. commerce

C. control

D. consistency

E. collaboration

53. Marketers produce a customer experience through seven Web site design elements: (1) context; (2) content; (3) community; (4) customization; (5) communication; (6) ___________; and (7) commerce.

A. creativity

B. control

C. consistency

D. connection

E. collaboration

54. Marketers produce a customer experience through seven Web site design elements: (1) context; (2) content; (3) community; (4) ___________; (5) communication; (6) connection; and (7) commerce.

A. customization

B. control

C. consistency

D. collaboration

E. creativity

55. Marketers produce a customer experience through seven Web site design elements: (1) context; (2) content; (3) ___________; (4) customization; (5) communication; (6) connection; and (7) commerce.

A. creativity

B. community

C. consistency

D. collaboration

E. control

56. Marketers produce a customer experience through seven Web site design elements: (1) context; (2) ___________; (3) community; (4) customization; (5) communication; (6) connection; and (7) commerce.

A. content

B. creativity

C. consistency

D. collaboration

E. control

57. In terms of the online customer experience, context refers to

A. the ability of a Web site to modify itself to, or be modified by, each individual user.

B. the Web site's ability to conduct sales transactions for products and services.

C. a patented feature that allows users to order products with a single mouse click.

D. a Web site's aesthetic appeal and functional look and feel, reflected in site layout and visual design.

E. the dialogue that unfolds between the Web site and its users.

58. A Web site's aesthetic appeal and functional look and feel reflected in site layout and visual design is referred to as _________.

A. customization

B. content

C. context

D. connection

E. conductivity

59. Travel Web sites tend to be __________ oriented, with emphasis on destinations, scheduling, and prices.

A. content

B. functionally

C. aesthetically

D. text

E. picture

60. Beauty product Web sites are traditionally more __________ oriented than travel Web sites.

A. content

B. functionally

C. aesthetically

D. text

E. picture

61. Wolfermans.com is a company that sells gourmet English muffins, specialty breads, and exquisite desserts in gift assortments. When you access its Web site, you discover fourteen pictures that make lavish use of color. The Wolferman Web site conveys the core consumer benefits provided by the company's offerings through the use of _________.

A. context

B. commerce

C. communication

D. connection

E. customization

62. In terms of the online customer experience, content refers to

A. a Web site's capabilities to enable commercial transactions.

B. the multiple ways the Web site enables user-to-user communication.

C. the text, pictures, sound, and videos that the Web site contains.

D. the software codes and structures that support the Web site's applications.

E. the Web site's mission statement and explanation of the company's foundation.

63. The text, pictures, sound, and videos that are found on a Web site are referred to as _________.

A. content

B. context

C. creativity

D. communication

E. connection

64. The ability of a Web site to modify itself to, or be modified by, each individual user is referred to as _________.

A. connection

B. complexity

C. customization

D. site actualization

E. customerization

65. In terms of the online customer experience, customization refers to

A. the consumer-initiated practice of generating content on a marketer's Web site that is custom-tailored to an individual's specific needs and preferences.

B. the Web site's ability to conduct sales transactions for products and services.

C. an interactive, Internet-enabled system that allows individual customers to design their own products and services.

D. a Web site's aesthetic appeal and functional look and feel, reflected in site layout and visual design.

E. the ability of a Web site to modify itself to, or be modified by, each individual user.

66. Web sites that offer personalized content, such as My eBay and My Yahoo!, have __________ as a prominent design element.

A. context

B. customization

C. content

D. communication

E. connection

67. In terms of the online customer experience, connection refers to

A. the text, pictures, sound, and videos that the Web site contains.

B. the Web site's capabilities to enable commercial transactions.

C. the network of linkages between a company's site and other sites.

D. the layout of the Web site.

E. the Web site's ability to tailor itself to different users or to allow users to personalize the Web site.

68. In terms of the online customer experience, connection is defined as the

A. the text, pictures, sound, and videos that the Web site contains which appeal directly to the consumer.

B. the Web site's capabilities to enable commercial transactions through credit, debit, or transfer payments (PayPal, etc.).

C. the network of formal linkages between a company's site and other sites.

D. the speed and ease with which a customer can move between pages on a Web site.

E. the Web site's ability to tailor itself to different users or to allow users to personalize the Web site.

69. Links that are embedded in the Web site and which appear as appear as highlighted words, a picture, or graphic, and allow a user to effortlessly visit other sites with a mouse click are elements of a Web site's _________.

A. context

B. customization

C. content

D. communication

E. connection

70. A visitor to WWE.com will notice that all of the information contained on the Web site is Web sitegenerated. There are no links to other Web sites. The Web site provides frequently updated information on WWE wrestlers, matches, and licensed merchandise on a starry black background. The WWE.com Web site is lacking _________, a Web site design element that influences the customer experience.

A. context

B. communication

C. commerce

D. connection

E. content

71. The home page for TheKnot.com, a Web site for locating everything needed for a wedding, contains several links to other Web sites that an engaged couple might need including a travel agency, a linen store, a wedding gown retailer, and several other formal links between the Web site and other related Web sites. TheKnot.com is an example of the __________ Web site design element.

A. convenience

B. connection

C. control

D. community

E. communication

72. Users of NYTimes.com can access the book review section and link to Barnes & Noble to order a book or browse related titles without ever visiting a store. NYTimes.com is an example of the __________ Web site design element.

A. convenience

B. connection

C. control

D. community

E. communication

73. In terms of the online customer experience, communication refers to

A. the process of conveying an online presence to others that requires an organization, a Web site, an online consumer, and the processes of a shopping cart, online payment, and order fulfillment.

B. the speed and ease with which a customer can move between pages on a Web site.

C. Web site's ability to tailor itself to different users or to allow users to personalize the Web site.

D. the dialogue that unfolds between the Web site and its users.

E. the links from a company's Web site to a customer's e-mail, Facebook, or Twitter account.

74. In terms of the online customer experience, __________ is defined as the dialogue that unfolds between the Web site and its users.

A. context

B. communication

C. commerce

D. connection

E. community

75. Some Web sites enable a user to talk directly with a customer representative using an "online chat" service while shopping the site. This is an example of the __________ web design element.

A. convenience

B. connection

C. control

D. community

E. communication

76. Web sites that are used primarily for advertising and promotion purposes emphasize the __________ design element.

A. context

B. community

C. content

D. communication

E. connection

77. In terms of the online customer experience, community refers to

A. an information system where anyone can post content or one where only a restricted number of people can initiate a blog.

B. Web sites that allow people to congregate online and exchange views on topics of common interest.

C. a social network of individuals who interact through specific media, potentially crossing geographical and political boundaries, in order to pursue mutual interests or goals.

D. user-to-user communications hosted by a company to enhance customer experience and