Supply Chain Logistics Management 5Th Edition By Donald Bowersox – Test Bank

Supply Chain Logistics Management 5Th Edition By Donald Bowersox – Test Bank

Supply Chain Logistics Management, 5e (Bowersox)

Chapter 4   Customer Accommodation

1) In providing service outputs to consumers, a disadvantage of Internet retailers compared to store-based retailers arises in:

A) product variety and assortment

B) lot size

C) price

D) waiting time

Answer:  D

Difficulty: 1 Easy

Topic:  Customer-Focused Marketing

Learning Objective:  04-01 Customer-Focused Marketing

Bloom’s:  Remember

AACSB:  Knowledge Application

Accessibility:  Keyboard Navigation

2) In general, offering consumers higher levels of service output in terms of greater spatial convenience or product variety:

A) has little impact on logistics and distribution cost

B) results in lower logistics and distribution cost

C) results in higher logistics and distribution cost

D) does not impact the configuration of a supply chain

Answer:  C

Difficulty: 1 Easy

Topic:  Customer-Focused Marketing

Learning Objective:  04-01 Customer-Focused Marketing

Bloom’s:  Remember

AACSB:  Knowledge Application

Accessibility:  Keyboard Navigation

3) The most exacting measure of logistics performance regarding availability is:

A) Stockout frequency

B) orders shipped complete

C) fill rate

D) average number of items on hand

Answer:  B

Difficulty: 1 Easy

Topic:  Customer Service

Learning Objective:  04-02 Customer Service

Bloom’s:  Remember

AACSB:  Knowledge Application

Accessibility:  Keyboard Navigation

4) Which of the following is not one of the “service outputs” of a supply chain:

A) lot size

B) waiting time

C) price

D) spatial convenience

Answer:  C

Difficulty: 1 Easy

Topic:  Customer Service

Learning Objective:  04-02 Customer Service

Bloom’s:  Remember

AACSB:  Knowledge Application

Accessibility:  Keyboard Navigation

5) Numerous studies have been performed concerning retail stockouts. While results vary, generally the studies find that stockouts:

A) are extremely rare

B) average about 8%

C) are less frequent for items that are being specifically promoted by a retailer

D) average about 20%

Answer:  B

Difficulty: 1 Easy

Topic:  Customer Service

Learning Objective:  04-02 Customer Service

Bloom’s:  Remember

AACSB:  Knowledge Application

Accessibility:  Keyboard Navigation

6) Jones Company promised a customer that the customer would receive at least 98% of all items ordered. In fact, the customer received 95% of the items. This is an example of which “gap” in the customer satisfaction model?

A) performance gap

B) knowledge gap

C) standards gap

D) communication gap

Answer:  D

Difficulty: 2 Medium

Topic:  Customer Satisfaction

Learning Objective:  04-03 Customer Satisfaction

Bloom’s:  Understand

AACSB:  Knowledge Application

Accessibility:  Keyboard Navigation