OMIS 338 Chapter 3 Exam Questions with Correct Answers Latest Update 2025/2026
Which of the following provides above-average performance and is essential to the survival of a
business in the long run?
a. Cost cutting
b. A traditional approach to manufacturing
c. A sustainable competitive advantage
d. Cheap labor - Answers c. A sustainable competitive advantage
Creating a competitive advantage requires management to
a. provide all customers with the same goods and services.
b. understand customer needs and expectations.
c. increase the price of the most popular goods or services.
d. commit to traditional manufacturing practices. - Answers b. understand customer needs and
expectations.
Which of the following statements about customer wants and needs is true?
a. Research has shown that segmenting customers into groups based on buying behavior,
demographics, and expected levels of service does not result in increased profits.
b. Organizations must first understand how customers evaluate goods and services before
providing goods and services of value to customers.
c. Technology has allowed most companies to be able to satisfy all customers with the same
goods and services.
d. Doing formal marketing research is too far removed from the customer to be of much help in
knowing a customer's wants. - Answers b. Organizations must first understand how customers
evaluate goods and services before providing goods and services of value to customers.
Basic customer expectations are generally considered the minimum performance level required
to stay in business and are often called
, a. core competencies.
b. order qualifiers.
c. order winners.
d. credence attributes. - Answers b. order qualifiers.
Attributes that can be discerned only after purchase or during consumption or use are called
a. credence attributes.
b. experience attributes.
c. variant attributes.
d. search attributes. - Answers b. experience attributes.
Which of the following statements about customers' preference of goods and services is true?
a. Services are easier to evaluate and higher in search qualities than goods.
b. Dissatisfaction with services is often the result of customers' inability to properly perform or
coproduce their part of the service.
c. Customers perceive greater risks when buying goods than when buying services.
d. Customers rely more on information from personal sources than from nonpersonal sources
when evaluating goods prior to purchase. - Answers b. Dissatisfaction with services is often the
result of customers' inability to properly perform or coproduce their part of the service.
Which of the following is one of the five key competitive priorities on which organizations
compete?
a. Environmental awareness
b. Infrastructure
c. Sustainability
d. Quality - Answers d. Quality
According to several research findings, which of the following statements about the role of
Which of the following provides above-average performance and is essential to the survival of a
business in the long run?
a. Cost cutting
b. A traditional approach to manufacturing
c. A sustainable competitive advantage
d. Cheap labor - Answers c. A sustainable competitive advantage
Creating a competitive advantage requires management to
a. provide all customers with the same goods and services.
b. understand customer needs and expectations.
c. increase the price of the most popular goods or services.
d. commit to traditional manufacturing practices. - Answers b. understand customer needs and
expectations.
Which of the following statements about customer wants and needs is true?
a. Research has shown that segmenting customers into groups based on buying behavior,
demographics, and expected levels of service does not result in increased profits.
b. Organizations must first understand how customers evaluate goods and services before
providing goods and services of value to customers.
c. Technology has allowed most companies to be able to satisfy all customers with the same
goods and services.
d. Doing formal marketing research is too far removed from the customer to be of much help in
knowing a customer's wants. - Answers b. Organizations must first understand how customers
evaluate goods and services before providing goods and services of value to customers.
Basic customer expectations are generally considered the minimum performance level required
to stay in business and are often called
, a. core competencies.
b. order qualifiers.
c. order winners.
d. credence attributes. - Answers b. order qualifiers.
Attributes that can be discerned only after purchase or during consumption or use are called
a. credence attributes.
b. experience attributes.
c. variant attributes.
d. search attributes. - Answers b. experience attributes.
Which of the following statements about customers' preference of goods and services is true?
a. Services are easier to evaluate and higher in search qualities than goods.
b. Dissatisfaction with services is often the result of customers' inability to properly perform or
coproduce their part of the service.
c. Customers perceive greater risks when buying goods than when buying services.
d. Customers rely more on information from personal sources than from nonpersonal sources
when evaluating goods prior to purchase. - Answers b. Dissatisfaction with services is often the
result of customers' inability to properly perform or coproduce their part of the service.
Which of the following is one of the five key competitive priorities on which organizations
compete?
a. Environmental awareness
b. Infrastructure
c. Sustainability
d. Quality - Answers d. Quality
According to several research findings, which of the following statements about the role of
