Marketing in Health care

1-True or False? Satisfaction is an antecedent of loyalty.

True

False

2-True or False? “Zero defects” is a goal of production businesses and should be the goal of every service business when dealing with customers.

True

False

3-True or False? A customer recovery system is an organized approach to bringing back every customer who has decided to shift their business to a competitor.

True

False

4-trrue or False? Research has found that when boundary tier workers report positive work attitudes, customers report high satisfaction levels.

True

False

5-True or False? There are two key components to loyalty: customer retention and share of customer usage.

True

False

6-True or False? A key variable in the value equation is the service delivery cost.

True

False

7-The importance of service process quality is best seen in health care because:

A. many medical malpractice suits have no clinical reason but have been a function of how the service was delivered.

B. the process quality affects consumer perception of the price–value relationship.

C. in the era of transparency, metrics are being developed on service process quality.

D. customers want to have easy access in every service situation.

8-When boundary employees work for companies in which they report generally positive work attitudes, customers report:

A. greater levels of customer retention.

B. greater loyalty levels.

C. greater satisfaction.

D. higher purchase rates across service lines.

9-True or False? In health care more than any other industry, customer expectations with regard to value are constantly rising.

True

False