100% satisfaction guarantee Immediately available after payment Both online and in PDF No strings attached
logo-home
HCA 655 Midterm Detailed Answer Test 2024/2025 $14.99   Add to cart

Exam (elaborations)

HCA 655 Midterm Detailed Answer Test 2024/2025

 3 views  0 purchase
  • Course
  • Institution

Greater total sales volume Answer: Hospital buy specific products in larger amounts that the consumer market buys 3 types of reference groups Answer: Membership Dissociative Aspirational 5 major environmental forces Answer: Economical Technological Social Competi...

[Show more]

Preview 2 out of 12  pages

  • August 30, 2024
  • 12
  • 2024/2025
  • Exam (elaborations)
  • Questions & answers
avatar-seller
HCA 655 Midterm Detailed Answer Test
2024/2025

Greater total sales volume Answer: Hospital buy specific products in larger amounts that the
consumer market buys



3 types of reference groups Answer: Membership

Dissociative

Aspirational



5 major environmental forces Answer: Economical

Technological

Social

Competitive

Regulatory



Inflation Answer: Decline in the power when price bells rise further than income



Gross income Answer: Total amount of money earned by one person in one year



Disposable income Answer: Money left over after taxes



Discretionary Answer: Money left over after taxes and basic needs for recreation

, Developing a customer recovery system Answer: An organized system that anticipates service
delivery failures or problems



Service recovery paradox Answer: The overall level of recovered customers is greater then those
who did not encounter and service delivery problems



Measuring service performance Answer: Conduct a customer audit: use of flow charts to observe,
process, and, identify potential differences



Medical service blueprints: mapping processes



Moments of truth: customer contact points



Measuring service performance Answer: Measurement tool must be managerially useful



Tool must recognize the role of customer expectations



Tool misdirected ruin to the most relevant areas



5 possible gaps Answer: 1. Between expectationsof service quality and mgt perceptions of customer
expectations

2. Between mgt perceptions of customer expectations and service quality specifications

3. Between service quality specifications and service delivery

4. Between service delivery and external communications to customers

5. Between expected service and perceived service

(Perception is reality, marketers set the expectations)

The benefits of buying summaries with Stuvia:

Guaranteed quality through customer reviews

Guaranteed quality through customer reviews

Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.

Quick and easy check-out

Quick and easy check-out

You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.

Focus on what matters

Focus on what matters

Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!

Frequently asked questions

What do I get when I buy this document?

You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.

Satisfaction guarantee: how does it work?

Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.

Who am I buying these notes from?

Stuvia is a marketplace, so you are not buying this document from us, but from seller Schoolflix. Stuvia facilitates payment to the seller.

Will I be stuck with a subscription?

No, you only buy these notes for $14.99. You're not tied to anything after your purchase.

Can Stuvia be trusted?

4.6 stars on Google & Trustpilot (+1000 reviews)

83662 documents were sold in the last 30 days

Founded in 2010, the go-to place to buy study notes for 14 years now

Start selling
$14.99
  • (0)
  Add to cart