A Hospital administered the SERVQUAL survey to its patients as anattempt to assess the healthcare services and to evaluate the customersatisfaction level. Which statement is True?Avg. PerceptionAvg. Expectation3.TangiblesReliabilityEmpathyResponsivenessAssurance173.There are gaps at the levels of tangibles and empathyThere are gaps at the level of tangibles and reliabilityCustomers are highly satisfied as employees are empatheticCustomers are not satisfied since employees are not responsive

SERVQUAL - It stands for Service Quality or the SERVQUAL Model that was developed by V. Zeithaml, A.…

Answered: A Hospital administered the SERVQUAL…

Principles Of Marketing

17th Edition

ISBN:9780134492513

Author:Kotler, Philip, Armstrong, Gary (gary M.)

Publisher:Kotler, Philip, Armstrong, Gary (gary M.)

Chapter1: Marketing: Creating Customer Value And Engagement

Section: Chapter Questions

Problem 1.1DQ

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VUCA stands for Volatility, Uncertainty, Complexity and Ambiguity.(a)Elaborate how VUCA can affect interaction between employees and customers? (b) How can (i) Inter staff relationships and (ii) Customer Relationship Management (CRM) be improved?
ADVERSE SELECTIONSomet Health Insurance Company wants to sell a health insurance product for $700 permonth. There is no requirement for healthy people to have insurance coverage. Thecompany conducts a survey to see how different populations respond to the proposed cost.People with no illnesses and disabilities, generally the young and healthy, respond that theydo not spend $700 on healthcare in an entire year, and most feel they would not waste somuch money on premiums when the chance of needing surgery or expensive healthcaretreatments is so small. However, older, sicker people think that $700 per month is a greatdeal, as most of them spend far in excess of this amount on healthcare. It seems like agreat deal for them.1. If the company offers this product, how will adverse selection affect it?
‏1. An unsatisfied need is a gap between a person's actual and desired states on some physical or psychological dimension . Select one : True False 2. ‏Market - oriented firms are characterized by a consistent focus only at the managerial level on customers ' needs and competitive circumstances . Select one : True False
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Direction: Read and understand each question. Write True if the statement is correct, while False if the statement is incorrect. __________1. When sales exceed the cost to produce goods its result is called forecasting. __________2. Forecasting is a planning tool that helps the entrepreneur cope with uncertainties in his future operation. __________3. Costs incurred through payment of utilities such as water and electricity are called operating expenses. __________4. Mang Selo is a fruit vendor. Selling fruits is an example of a service concern business. __________5. Loss is a result when cost to produce goods is greater than the sales.
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Danny Meyer Leads His Company through the Challenges of Eliminating Tips What happens when your CEO wants to remove the tip structure from your restaurant? Do you complain about the new prices as a customer? Do you worry about your paychecks as a server? Danny Meyer, CEO of Union Square Hospitality (home to some of the most successful New York restaurants), discovered these answers when he began eliminating the tip structure in most of his restaurants. He had seen firsthand the largest negative impact of a tipping culture: employees stuck in front-line positions with no chance to advance to management without taking significant pay cuts. Meyer began by first involving the affected employees in town-hall talks. These town halls happened months before any publicity was released. Meyer then hosted town halls with customers to explain the importance of fair wages for all his employees at the restaurant, not just the few who served the food. The transition period for each restaurant to…
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Helen works as an accountant for a firm in the textile industry. During non-working hours she does extensive volunteer work for the American Red Cross, Meals on Wheels, and the American Heart Association. Helen's employer wants to maintain a favorable image in the community so it wants every employee to donate money to the United Way. Should the firm pressure Helen to donate money? Keep in mind that if Mary doesn't donate money, other employees may not either which could result in the firm having an unfavorable image in the community. On the other hand, Mary already donates time which has a monetary value and she may feel that it is unfair to be asked to donate even more.

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