Customer Expectations

Question 1

Those competitive characteristics that a firm must exhibit to be a viable competitor in the marketplace. For example, a firm may seek to compete on characteristics other than price, but in order to “qualify” to compete, its costs and the related price must be within a certain range to be considered by its customers.

Answer 1

Order Qualifiers

Question 2

Those competitive characteristics that cause a firm’s customers to choose that firm’s goods and services over those of its competitors. Can be considered to be competitive advantage for the firm. Usually focuses on one (rarely more than two) of the following strategic initiatives: price/cost, quality, delivery speed, delivery reliability, product design, flexibility, after-market service, and image.

Answer 2

Order Winners

Question 3

Creating a combination of desired capabilities that is unique even though none of the capabilities by themselves is unique is an example of an

Answer 3

Order Winner

Question 4

Which of the following entities or conditions impacts demand by providing expectations that products will be sold at a fair price, that higher quality is required, that delivery lead time is negligible, that before-and-after-sales service is available, and that products and their volume are flexible?

Answer 4

Customers