Question 1

After-service includes follow-up (both clinical and marketing), billing, and follow-on activities.

Accepted Answer

After-service typically includes follow-up with the customer, both for clinical purposes (such as checking in after a medical procedure) and for marketing purposes (such as asking for feedback on the experience). It also includes billing and any necessary follow-on activities (such as scheduling a follow-up appointment or arranging delivery of a product).

Question 2

Segmentation is the process of identifying recognizable groups that make up the market and then selecting a group as the target market.

Accepted Answer

This statement is true. Segmentation involves dividing a market into distinct groups of potential customers with similar needs, behaviors or characteristics. Once these groups are identified, a specific group is selected as the target market for a company's marketing efforts.

Question 3

When the requirements of the strategy match the current pre-service strengths and needs of the customers, then strategic managers should focus on maintaining those strengths, giving particular attention to those areas that have created competitive advantage.

Accepted Answer

This statement is true. Strategic managers should focus on maintaining their current pre-service strengths when those strengths align with the requirements of the strategy. They should also pay particular attention to areas that have created a competitive advantage to sustain their competitive position in the market.

Question 4

Central to point-of-service delivery are issues such as quality, efficiency/speed, innovation, and flexibility (mass customization) of the service.

Accepted Answer

Point-of-service delivery involves providing high-quality services efficiently and quickly, while also being innovative and flexible enough to meet the individual needs of customers.

Question 5

Service delivery strategies and support strategies are not separate but, rather, interact and complement each other.

Accepted Answer

Service delivery strategies and support strategies are interdependent and work together in achieving an organization's goals. Effective service delivery strategies require appropriate support strategies to ensure that customers receive quality services, while support strategies also depend on service delivery strategies to determine the right type of support needed for customers.

Question 6

An organization's culture, structure, and strategic resources are value- adding support activities.

Accepted Answer

An organization's culture, structure, and strategic resources are considered value-adding support activities that can contribute to the success and competitive advantage of the organization. These activities can enhance the efficiency and effectiveness of the primary activities, such as production or marketing, that directly generate value for the customers.

Question 7

Based on the results of the comparison of the current situation and what strategic managers want the organization to be, value chain components may need to be maintained or changed to carry out the strategy.

Accepted Answer

This statement is true. Value chain components may need to be maintained or changed to carry out the desired strategy, depending on the comparison of the current situation and the intended future state.

Question 8

Pre-service strategies attempt to identify the specific target market and define the services to be offered.

Accepted Answer

Pre-service strategies involve market research and analysis to identify the target market and determine the services that will meet their needs.

Question 9

Personal selling has been used more extensively in health care as various organizations compete to be the provider of choice in managed care plans.

Accepted Answer

Personal selling is becoming increasingly important in the healthcare industry as providers compete to be chosen as the preferred provider in managed care plans. This is due to the fact that personal selling allows providers to establish a more intimate relationship with patients, enabling them to better meet their needs and offer tailored solutions. As such, personal selling is now an important aspect of many healthcare marketing strategies.

Question 10

Health care marketing is simplified by the need to focus on a single class of customer - health care consumers (patients).

Accepted Answer

Health care marketing is complex due to the need to address multiple stakeholders, including patients, healthcare providers, insurance companies, and regulatory bodies, each with distinct needs and preferences.

Question 11

Physicians are a minor target for marketing efforts because they recommend other health care providers for their patients.

Accepted Answer

Physicians are actually a major target for marketing efforts because they can refer patients to other healthcare providers, prescribe medications, and influence healthcare decisions.

Question 12

Specifying point-of-service configurations and processes is NOT one of the activities specified by service delivery strategies.

Accepted Answer

Specifying point-of-service configurations and processes is actually one of the activities specified by service delivery strategies.

Question 13

An organization's action plans link its individual organizational units to the overall strategy of the organization.

Accepted Answer

Action plans are designed to connect the goals and objectives of individual departments with the overall strategy of the organization, ensuring that everyone is working towards the same vision and mission.

Question 14

Point-of-service is a transformational process that incorporates an
organization's resources - human and non-human, competencies, and capabilities: its assets - into value-added service delivery.

Accepted Answer

The statement is true, as point-of-service involves utilizing an organization's resources and capabilities to provide value-added services.

Question 15

Market research provides information only about potential customers.

Accepted Answer

Market research can provide information about potential customers, as well as competitors, market trends, pricing strategies, and other factors that can impact a business.

Question 16

The human resources unit of a health care organization is generally considered to be engaged in value-adding service activities.

Accepted Answer

The answer of The human resources unit of a health...

Question 17

Marketing research is NOT a pre-service activity.

Accepted Answer

Marketing research can be conducted both as a pre-service activity (before launching a product or service) and as a ongoing activity (to gather feedback on the product/service and improve it over time).

Question 18

Value-adding strategies must accomplish the directional, adaptive, market entry, and competitive strategies and the action plans must accomplish the value-adding strategies.

Accepted Answer

Value-adding strategies are a means to accomplish directional, adaptive, market entry and competitive strategies. Once value-adding strategies are identified, action plans must be created to implement them effectively. Therefore, the statement is true.

Question 19

Pre-service entails the planning and activities that enable the organization to determine its customers and the services that will be offered to them as they enter the system.

Accepted Answer

Pre-service activities are focused on identifying the needs and expectations of the customers and designing services that will meet those needs. It involves planning and preparing for the customers' arrival and ensuring that the necessary resources are in place to provide quality service.

Quiz 8: Value-Adding Service Delivery Strategies