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BUSINESS INTEGRATION AND STRATEGIC MANAGEMENT1. A firm has many goals and a set of _____ that shape the achievement of the goals.Values2. The difference between goals and objectives is that goals are ____ and objectives are ____.Qualitative; quantitative3. The five stage strategic management process is comprised of mission and vision, objectives, strategy formulation, _____, and _____.Strategy implementation; performance evaluation4. Cinnabon and Kopi Luwak are examples of a _____ strategy.Focus differentiation5. Checkers Drive In and Redbox are examples of a _____ strategy.Focus cost leadership6. Strategic leadership is about _____ in the process of exploiting opportunities. Managing conflicting expectations of people7. Ken Olson of DEC failed to _____ the change occurring in the industry, focused too much on engineering precision, and brought about the downfall of the company.Anticipate8. Organizational change is any ____ that requires a change in ____ .transition; human performance9. Strategic leaders can mitigate people-oriented resistance to change by ____.Empowering people10. Leaders can mitigate take-oriented resistance to change by aligning _____. Structure and strategy 11. Segmentation is the process of dividing a _____ market into _____ clusters, each of which have some common characteristics.Relatively heterogeneous; relatively homogenous 12. Positioning maps show ____ of brands versus competing brands on important buying decisions.Customer perceptions13. Which of the following is most likely to lead to customer loyalty?Reducing the effort required by customers
14. Service quality is characterized by intangibility, heterogeneity, and _____.Inseparability 15. Service quality is a comparison between ____ and ____.Expectations; performance16. The three key elements of enterprise performance management are ______, processes, and people.