Online retailing today is dominated by the themes of superior customer experience, personalization, and customer relationship management.
True
False
True
The are minimal discrepancies when projecting the future growth in e-commerce because research organizations use a standardized methodology.
True
False
False
There is a negative relation between the number of years a customer has been online and the average size of an online transaction.
True
False
False
An individuals comfort level with technology can affect shopping behavior on the Internet.
True
False
True
It is important that e-tailers provide a larger variety of products online. It is not necessary that e-tailers understand why consumers shop online and how the experience can be made satisfying.
True
False
False
Order fulfillment, logistics, and delivery are areas where many online retailers have yet to find consistency in quality service.
True
False
True
E-tailing has a very low failure rate.
True
False
False
Purchasing online is a secondary and occasional activity for most consumers.
True
False
True
Online firms should manage their costs because, even if the company is not profitable initially, revenue growth is important.
True
False
True
Most service failures with e-tailing occur in the fulfillment area.
True
False
True
Stickiness refers to the ability of the Web to attract repeat visitors and customers and keep them on that site.
True
False
True
Amazon.com has a very high buy rate.
True
False
False
The buy rate is a means of monetizing the traffic on a site.
True
False
True
Customer loyalty and stickiness are interchangeable.
True
False
False
Buy rate:
The conversion rate used to measure the browsers-to-buyers ratio.
Customer experience:
The overall impression that customers receive from their first visit to an online store with regards to service, ease of navigation, and order fulfillment of satisfying products.
Fulfillment:
The process of filling orders as occurs, for example, when a catalogue company selects the items from its inventory to be sent to a customer who has ordered them.
Loyalty:
The key driver of profitability for online businesses that offer superior products, excellent service, competitive price, and efficient order fulfillment.
Navigation:
The ability of a consumer to surf a Web site in a simple and user-friendly fashion.
Stickiness:
The ability of a Web site to attract repeat customers and keep them on that site, allowing the measuring of time spent at that site.
