Question 11
As a communication resource, the Internet serves as a __________,or a means for closing the marketing loop by obtaining feedbackabout the product experience from theconsumer. 
A. marketing agent 
B. response device 
C. database 
D. transference device 

Question 12
__________ theory provides a framework that integrates complaintmanagement processes with psychological measures of relationalexchange. 
A. Decision 
B. Delivery 
C. Justice 
D. Response 

Question 13
Which of the following is NOT a basis for assessing distributivejustice? 
A. Distributive expectation 
B. Distributive equity 
C. Distributive equality 
D. Distributive needs 

Question 14
__________ are dimensions that reflect the behaviors andexpectations of behavior in a particular buyer-sellerrelationship. 
A. Legal bonds 
B. Cooperative norms 
C. Operational linkages 
D. All of the above 

Question 15
B2B customers in the high-tech industry prefer __________ forcustomer service communications. 
A. telephone contact 
B. CRM 
C. the Internet 
D. self-service 

Question 16
Which of the following is NOT a characteristic that definessoftware agents? 
A. Collaborative 
B. Agency 
C. Intelligence 
D. Mobility 

Question 17
Which of the following is NOT a dimension of perceived justiceapplied when a customer evaluates the quality of complainthandling? 
A. Distributive 
B. Interactional 
C. Transactional 
D. Procedural 

Question 18
Satisfaction is most linked to: 
A. product awareness. 
B. recommendations. 
C. trust. 
D. sales. 

Question 19
Which of the following is NOT an aspect of transactionaltrust? 
A. Integrity 
B. Authority 
C. Confidentiality 
D. Authentication 

Question 20
Relationship profiles are based onrelationship: 
A. indicators. 
B. connectors. 
C. exchanges. 
D. authentication.

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