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Essential terms, definitions, and methods related to the fulfillment process and customer satisfaction. Topics include the fulfillment process's stages, sources of fulfillment problems, advantages and disadvantages of outsourced call centers, ways to evaluate customer satisfaction levels, survey methods, tests, valid experiments, and framework for test implementation. Additionally, it discusses dma green 15 initiative, consumer rights, consumer privacy, industrial and consumer demand, and fundraising steps.
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offer,response,processing,shipping,billing,customer service TERM 2
DEFINITION 2 accuracy of the order,package presentation,speed of delivery,stock availability,return processing TERM 3
DEFINITION 3 low initial investment,elimination of hiring needs,fixed operating costs,quick start up,time flexibility TERM 4
DEFINITION 4 lack of direct control,lack of direct security,lack of employee loyalty,mass market approach,caliber of personnel TERM 5
DEFINITION 5 place an order in fictitious name an experience service firsthandsend surveys to recent customers
personal interview,telephone interview,email surveys,mail questionnaire,online surveys,observation TERM 7
DEFINITION 7 list tests,offer tests,creative tests,contact strategy tests TERM 8
DEFINITION 8 a control group, random assignment of subjects to test and control groups TERM 9
DEFINITION 9 process of tracing an order response back to the original source TERM 10
DEFINITION 10 2 or more samples (each representative of the whole) taken from the same list
1 state the hypothesis2 develop, by a priori analysis, the assumptions required and compute the appropriate sample size3 structure and perform the experiment4 develop, by a posteriori analysis, statistics for judging hypothesis validity make the decision TERM 17
DEFINITION 17 1 offering notice and choice to mail recipients 2 questioning paper suppliers where the paper comes from, to protect forests and to ensure the wood was legally harvested3 reviewing direct mail and direct marketing piees, testing and downsizing where appropriate encouraging packaging suppliers to submit alternate solutions for environmentally preferable packaging5 purchasing office papers, packaging, n shit from recycled materials TERM 18
DEFINITION 18 right to:infoselection safetyconfidentialityprivacy TERM 19
DEFINITION 19 intellectual propertysecurityprivacy TERM 20
DEFINITION 20 bans false or misleading header infoprohibits deceptive subject linesrequires that your email give recipients an opt out methodrequires that commercial email is identified as an ad
general descriptiveownershipproduct purchasesensitive/ confidential TERM 22
DEFINITION 22 Unoncerned (20%)Pragmatists (60%)Fundamentalists (20%) TERM 23
DEFINITION 23 derived demand,inelastic demand,widely fluctuating demand,knowledgeable demand TERM 24
DEFINITION 24 1 provide customers with notice that they may modify their receipt of solicitations in every marketing offer2 honor opt outs w/in 30 days and not send them anything else, nor transfer their info for 3 years3 disclose the source of consumer specific data upon their request4 Update mailing lists using DMA's MPS monthly TERM 25
DEFINITION 25 Standard industrial classification
building new customer relationships, maintaining existing relationships, securing corporate partnerships (cause related marketing) TERM 32
DEFINITION 32
DEFINITION 33
DEFINITION 34