1. Explain what we mean by Process-Chain-Network (PCN). Name three PCN Process Regions; then explain why the Direct Interaction and Surrogate interaction regions in a PCN diagram are important in service design.

2. Preconceived thoughts or beliefs can affect whether or not we hear opinions or information that disagree with our own.

True

False

3. Price Waterhouse v. Hopkins was a legal case where a female lawyer claimed discrimination based on gender stereotyped statements.

True

False

4. Price Waterhouse v. Hopkins was a legal case where a female lawyer claimed discrimination based on gender stereotyped statements.

True

False

5. Minority patients who have a choice are more likely to select health care providers of their own racial or ethnic background and are generally more satisfied with the care they receive from minority professionals.

True

False

6. Workers from the Millennial generation are characterized as dedicated, hardworking, and loyal.

True

False