McKeen Chap 13&14
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15 Terms
_____________ is tailoring a service or a product to accommodate specific individuals.
Personalization
First and foremost, a personalization strategy is _____________.
personal
The difference between customization and personalization rests in who does the ___________.
tailoring
The aspect of personalization that is the reason for the action is _______________.
Causation
The aspect of personalization that provides the ability to discern the reason for the action is _______________.
Transparency
A _____________ is the strong sense of unease that some technologies instill.
Uncanny valley
Select the combination of words and phrases below that best completes this sentence:
More ____________ vendors could increase both the _____________ of their ads without invoking increased customer _____________ concerns.
trusted; breadth and depth; reactance or privacy
The ends of the trust behavior continuum are __________ and _________.
total control; sharing
Organizations invest in new technology primarily to optimize their operational goals rather than to enhance EX.
true
An unreproducible sustainable competitive advantage is created by employees' experience with any organization-provided technology.
false
Select the attitude below that is not prevalent with today's workers.
About half of employees are open to changing jobs.
EX interacts with ____________ to affect job outcomes such as productivity, job satisfaction, and performance
Employee Engagement
The combination of positive EE and EX produce ____________ and ________, which are valuable outcomes for an organization.
productivity and job satisfaction; talent brand
Currently, ___________ are the most disengaged segment of the workforce and the one most likely to access a supportive work environment for a positive experience.
millennials
________________ blends traditional enterprise telephony, messaging, presentations, and conferencing with new capabilities for workstream management, collaboration, video, and virtual assistants.
Virtual communications