Question

((Marketeing in Healthcare))

1-True or False? A strong brand has been found to create a barrier to entry, but it has no relationship to customer satisfaction.

True

False

2-True or False? When a multispecialty group that has primary care satellites establishes a telemedicine division that provides primary care access, there is a risk of cannibalization.

True

False

3-Adoption increases when the group of people considering the new technology is more similar. This is referred to as the dimension of:

	A.	homogeneity.
	B.	homophilous.
	C.	congruency.
	D.	commonality.

4-True or False? The time when a person adopts a new product or technology is the concept behind the diffusion of innovation.

True

False

5-True or False? Off-label use of a pharmaceutical by a physician is illegal.

True

False

6-True or False? The stage a product goes through from introduction to its final withdrawal is referred to as the product life cycle.

True

False

7-True or False? Conducting a medical service blueprint identifies where bottlenecks exist in service delivery or can identify areas for efficiency improvement.

True

False

8-The “service recovery paradox” shows that:

	A.	loyalty can increase even when service is low.
	B.	when an organization recovers, it does not increase satisfaction.
	C.	when there is a service failure with effective recovery, loyalty can increase.
	D.	loyalty can increase as long as service level performance is high.

9-An organized script for people to address service delivery failures with customers is referred to as a:

	A.	customer failure system.
	B.	customer recovery system.
	C.	customer fail-safe system.
	D.	customer problem system.

10-in the gap analysis, the “walk the talk” gap often occurs when:

	A.	management perceptions of customer expectations and service quality specifications don't line up.
	B.	the actual service delivery doesn't meet the promise that was made to the marketplace.
	C.	the expectations of service quality and management perceptions of those expectation don't meet.
	D.	management perceptions of customer expectations and service quality specifications don't meet.

11-When the customer gets what they expect after they complain, this is an example of:

	A.	procedural fairness.
	B.	interactional fairness.
	C.	outcome fairness.
	D.	operational fairness.

12-Effective recovery has been found to enhance:

	A.	customer interest.
	B.	Trust.
	C.	profitability.
	D.	customer engagement.

13-Which of the following is not one of the three forms of fairness?

	A.	Outcome
	B.	Procedural
	C.	Interactional
	D.	Operational

Answer 1

False

A string brand cannot prevent other to enter into the market. Customer Satisfaction is the key to get a successful brand.

True

Cannibalization means threat to decrease in sales, profit, revenue etc. a multispecialty group that has primary care satellites establishes a telemedicine division that provides primary care access may have threat of competition, new entry of any other firm etc.

Congruency.

Congruency is a state of corresponding or agreeing. It means that the new technology was considered by the employee congruence

True.

When people are ready to accept the innovation then the innovator ids motivated to make it reach to the other people. This is why the innovation gets spread. If people are not accepting it then the innovation will not take place.