Question 1

In conducting a gap analysis, the gap related to resources is the one between service quality specifications and service delivery.

Accepted Answer

A) True 
 B)False  True

Question 2

Research has found that compared with satisfied customers, dissatisfied customers:

Accepted Answer

A)  engage in greater word of mouth. 
B)  are more likely to be switchers. 
C)  really never switch in spite of complaining. 
D)  are easy to convert back to satisfied customers. 
A)  engage in greater word of mouth. 
B)  are more likely to be switchers. 
C)  really never switch in spite of complaining. 
D)  are easy to convert back to satisfied customers. A

Question 3

Which of the following is not true for effective service recovery?

Accepted Answer

A)  The front-line service personnel must be empowered. 
B)  Problems or failures with the service must be classified. 
C)  Problems must be solved. 
D)  Problems must be appropriately identified. 
A)  The front-line service personnel must be empowered. 
B)  Problems or failures with the service must be classified. 
C)  Problems must be solved. 
D)  Problems must be appropriately identified. C

Question 4

Loyalty has a positive effect on profitability and decreases costs.

Accepted Answer

A) True 
 B)False

Question 5

A major advantage of loyal customers in service businesses is that they will tolerate the occasional bad service encounter instead of leaving the organization.

Accepted Answer

A) True 
 B)False

Question 6

The service recovery paradox shows it is good for a company to have service failure.

Accepted Answer

A) True 
 B)False

Question 7

In an era of Omni channel marketing, a limitation of patient satisfaction surveys is that they do not assess patient motivations or behaviors.

Accepted Answer

A) True 
 B)False

Question 8

An ACO provides a local employer with quarterly health status reports of individuals who are employed by the company and receive health care coverage from the ACO. Although the individuals' identities are not revealed, the ACO provides general health status reports regarding smoking cessation participation, diabetes monitoring, and blood pressure, as well as the mammogram compliance for female employees who are of eligible age. This proactive approach is an example of:

Accepted Answer

A)  service process quality. 
B)  value-added benefits. 
C)  opportunity cost minimization. 
D)  total care maximization. 
A)  service process quality. 
B)  value-added benefits. 
C)  opportunity cost minimization. 
D)  total care maximization.

Question 9

For an effective customer service recovery system, front-line staff must be empowered to act on customer complaints and problems.

Accepted Answer

A) True 
 B)False

Question 10

In health care more than any other industry, customer expectations with regard to value are constantly rising.

Accepted Answer

A) True 
 B)False

Question 11

The linkage between satisfaction and loyalty has been found to be weaker for high-satisfaction hospitals.

Accepted Answer

A) True 
 B)False

Question 12

One form of justice demanded by consumers is operational justice.

Accepted Answer

A) True 
 B)False

Question 13

The lower levels of the Customer Loyalty Pyramid are based on an organization's promotional strategy.

Accepted Answer

A) True 
 B)False

Question 14

When conducting a gap analysis, the "walks the talk" gap is the one that occurs between service quality expectations and management perceptions of those expectations.

Accepted Answer

A) True 
 B)False

Question 15

The lifetime value of a customer is how much the person spends or is worth over an unlimited time span beyond the first purchase.

Accepted Answer

A) True 
 B)False

Question 16

Why has loyalty become an important strategy for healthcare organizations in today's environment?

Accepted Answer

A)  Health care reform 
B)  Challenge of pay-for-performance contracts 
C)  The need to establish relationships so that the hospital is not financially penalized based on negative HCAHPS evaluations 
D)  All of these are correct. 
A)  Health care reform 
B)  Challenge of pay-for-performance contracts 
C)  The need to establish relationships so that the hospital is not financially penalized based on negative HCAHPS evaluations 
D)  All of these are correct.

Question 17

Satisfaction is an antecedent of loyalty.

Accepted Answer

A) True 
 B)False

Question 18

In a service blueprint, an organization:

Accepted Answer

A)  audits each market segment relative to its lifetime value. 
B)  audits the organization relative to its customers' use of its services. 
C)  determines how to deliver its services most efficiently. 
D)  creates a flow chart of every step in the delivery of the service. 
A)  audits each market segment relative to its lifetime value. 
B)  audits the organization relative to its customers' use of its services. 
C)  determines how to deliver its services most efficiently. 
D)  creates a flow chart of every step in the delivery of the service.

Question 19

Conducting a medical service blueprint can be used to identify where bottlenecks exist in service delivery or areas for efficiency improvement.

Accepted Answer

A) True 
 B)False

Question 20

Zero defects is a goal of production businesses and should be the goal of every service business when dealing with customers.

Accepted Answer

A) True 
 B)False

In conducting a gap analysis, the gap related to resources is the one between service quality specifications and service delivery.

Research has found that compared with satisfied customers, dissatisfied customers:

Which of the following is not true for effective service recovery?

Loyalty has a positive effect on profitability and decreases costs.

A major advantage of loyal customers in service businesses is that they will tolerate the occasional bad service encounter instead of leaving the organization.

The service recovery paradox shows it is good for a company to have service failure.

In an era of Omni channel marketing, a limitation of patient satisfaction surveys is that they do not assess patient motivations or behaviors.

For an effective customer service recovery system, front-line staff must be empowered to act on customer complaints and problems.

In health care more than any other industry, customer expectations with regard to value are constantly rising.

The linkage between satisfaction and loyalty has been found to be weaker for high-satisfaction hospitals.

One form of justice demanded by consumers is operational justice.

The lower levels of the Customer Loyalty Pyramid are based on an organization's promotional strategy.

When conducting a gap analysis, the "walks the talk" gap is the one that occurs between service quality expectations and management perceptions of those expectations.

The lifetime value of a customer is how much the person spends or is worth over an unlimited time span beyond the first purchase.

Why has loyalty become an important strategy for healthcare organizations in today's environment?

Satisfaction is an antecedent of loyalty.

In a service blueprint, an organization:

Conducting a medical service blueprint can be used to identify where bottlenecks exist in service delivery or areas for efficiency improvement.

Zero defects is a goal of production businesses and should be the goal of every service business when dealing with customers.

The Meaning of Marketing

Marketing Strategy

The Environment of Marketing Strategy

Buyer Behavior

Marketing Research

Market Segmentation

Marketing in the Digital Age

Product Strategy

Prices

Distribution

Promotion

Advertising

Sales and Sales Management

Controlling and Monitoring

Ethical Considerations in Marketing

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Exam 7: Developing Customer Loyalty

In conducting a gap analysis, the gap related to resources is the one between service quality specifications and service delivery.

Research has found that compared with satisfied customers, dissatisfied customers:

Which of the following is not true for effective service recovery?

Loyalty has a positive effect on profitability and decreases costs.

A major advantage of loyal customers in service businesses is that they will tolerate the occasional bad service encounter instead of leaving the organization.

The service recovery paradox shows it is good for a company to have service failure.

In an era of Omni channel marketing, a limitation of patient satisfaction surveys is that they do not assess patient motivations or behaviors.

For an effective customer service recovery system, front-line staff must be empowered to act on customer complaints and problems.

In health care more than any other industry, customer expectations with regard to value are constantly rising.

The linkage between satisfaction and loyalty has been found to be weaker for high-satisfaction hospitals.

One form of justice demanded by consumers is operational justice.

The lower levels of the Customer Loyalty Pyramid are based on an organization's promotional strategy.

When conducting a gap analysis, the "walks the talk" gap is the one that occurs between service quality expectations and management perceptions of those expectations.

The lifetime value of a customer is how much the person spends or is worth over an unlimited time span beyond the first purchase.

Why has loyalty become an important strategy for healthcare organizations in today's environment?

Satisfaction is an antecedent of loyalty.

In a service blueprint, an organization:

Conducting a medical service blueprint can be used to identify where bottlenecks exist in service delivery or areas for efficiency improvement.

Zero defects is a goal of production businesses and should be the goal of every service business when dealing with customers.

The Meaning of Marketing

Marketing Strategy

The Environment of Marketing Strategy

Buyer Behavior

Marketing Research

Market Segmentation

Marketing in the Digital Age

Product Strategy

Prices

Distribution

Promotion

Advertising

Sales and Sales Management

Controlling and Monitoring

Ethical Considerations in Marketing

Filters