Bus 430 Complete Course Bus430 Complete Course Essay example

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BUS 430 Complete Course BUS430 Complete Course
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BUS 430 Week 1 Discussion 1
"Customer Service - Zappos" Please respond to the following:

* From the e-Activity, analyze the role that customer service plays and determine the service management skills at Zappos. Evaluate the different way(s) that Zappos creates a superior customer service. * Choose at least two OM activities in Exhibit 1.1 from Chapter 1 of the text. Evaluate how each of the activities impacts the management of goods and services that Zappos provides. Include one to two examples
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Question 14
A customer benefit package (CBP) includes
Question 15
A support process could be any of the following except
Question 16
For a restaurant, order-taking, bill payment and home delivery would be considered
Question 17
In the value chain model for a hospital, patients, drugs and staff would be considered
Question 18
The United States has experienced three waves of outsourcing. Which of the following is not one of the waves?
Question 19
The first, second, and third waves of outsourcing experienced by the U.S. are
Question 20
Outsourcing is
Question 21
A competitively dominant customer experience is often called a
Question 22
When break-even analysis is applied to an outsourcing decision, the breakeven quantity is
Question 23
From the pre- and post-service view of a value chain, goods and services design, contract negotiation and consulting services would be considered
Question 24
Which of the following is not normally considered a variable cost?
Question 25
The control of Wal-Mart’s value chain is ______, while the control of General Electric’s is ________.
Question 26 “The perception of the benefits associated with a good, service, or bundle of goods and services in relation to what buyers are willing to pay for them” is the definition of
Question 27
____ integration refers to acquiring capabilities at the front of the supply chain, whereas ____ integration refers to acquiring capabilities toward the back

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