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...
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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