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HCA 655 Midterm Detailed Answer Test 2024/2025 CA$21.56   Add to cart

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HCA 655 Midterm Detailed Answer Test 2024/2025

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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...

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  • August 30, 2024
  • 12
  • 2024/2025
  • Exam (elaborations)
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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)

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