电子商务chapter4练习 teacher.docVIP

电子商务chapter4练习 teacher 导读：就爱阅读网友为您分享以下“电子商务chapter4练习 teacher”资讯，希望对您有所帮助，感谢您对92的支持! Introduction to Electronic Commerce, 3e (Turban) Chapter 4 Online Consumer Behavior, Market Research, and Advertisement 4.1 True/False 1) Finding and retaining customers is a major critical success factor for most offline and online businesses. Answer: TRUE 2) One of the keys to building effective customer relationships is an understanding of intelligent agents. Answer: FALSE 3) When Chaplin’s auto lease is about to expire, he decides it is time to buy a new car. This imbalance between a desired state and an actual state is called need identification. Answer: TRUE 4) When making a purchasing decision, deciding what product to buy is referred to as product brokering. Answer: TRUE 5) In the consumer decision-making process, the buyer is the person who ultimately makes the buying decision. 6) In the purchase decision-making process, blogs and search engines support the evaluation, negotiation, and selection step. Answer: FALSE 7) The first step in the purchase decision-making process is product evaluation and comparison. Answer: FALSE 8) Personalization matches services, products, and advertising content with large groups of customer segments. Answer: FALSE 9) A user profile defines customer preferences, behaviors, and demographics and can be generated by observing what the user does online. Answer: TRUE 10) Customer loyalty is a deep commitment to rebuy or repatronize a preferred product or service consistently in the future, thereby causing repetitive same-brand purchasing. Answer: TRUE 11) Customer loyalty leads to enhanced resistance to competitors, a decrease in price sensitivity, and an increase in favorable word-of-mouth. 1 Answer: TRUE 12) Attracting and retaining loyal customers is the most important issue for e-tailers because customer loyalty can lower marketing and advertising costs, transaction costs, customer turnover expenses, and failure co