Use 25. In the service triangle, Hossam falling off the bed is an example of Han

Question

Use 25. In the service triangle, Hossam falling off the bed is an example of Hanaa, a nurse at Doha clinic and hospital, smiles as she looks to the employee of the month plaque on the wall and feels proud that her name is being placed on it. As b. External marketing c. Relationship marketing d. Interactive marketing she is going to check on one of the patients, she hears heats two patlents arguing about turning off the lights argument between the patients. She goes to the room to check on another patient and she was shocked to 26. The customer service representative dealing with Hossams situation is an example of lack of: She checks around to see if anyone can resolve the a Internall marketing b. External marketing c. Relationship marketing d. Interactive marketing find that the bed has tipped over and the patient Hossam is on the floor. She tries to adjust the bed before she moves Hussam but the bed is a new model and she does not know how to use it. She called on to other nurses but they as well couldn't figure out how to 27. The plaque (sign) on the wall contalining Hanaa's operate it. Hussam is extremely upset the he was hurt name is an example of: moving from his bed to the bathroom in his hospital room, especially since the hospital advertises that patient safety is the number one priority of the hospital. Hussam complains to the customer service a. Internal marketing b. External marketing c. Relationship marketing d. Interactive marketing representatives and mentions that they should atleast pay for the injuries suffered while falling from the bed. 28. From the previous case the following is an example He explained that he tried several times to call the nurse to help him move from the bed to the bathroom, but the buzzer to call the nurse didn't seem to work. of dlient-organization conflict: Hussam being hurt from the bed. Resolving the argument between the patients The customer service representative who dislikes dealing with customers that are upset The customer service representative not being able to give the refund. a. b. The customer service representative said the hospital policies prevent her from doing so, but that she would C. check with her manager. The customer service representative hates dealing with upset customers but it's her job any way. d. 23. In this case the promise is considered to be making 29. From the previous case the following is an example of person-role conflict: a. Doha clinic b. Hussam. c. Hanaa. d. Advertising. Hussam being hurt from the bed. Resolving the argument between the patients The customer service representative who dislikes dealing with customers that are upset The customer service representative not being able to give the refund. a. b. c. 24. In the service triangle, the employees lack of knowledge about how to operate the bed is considered an example of failing to: d. a. Enable the promise. b. Deliver the promise. c. Make the promise. d. Design the promise

Explanation / Answer

23. (A) Doha Clinic.... ALL the external communications are done by the organization itself irrespective of the speaker

24. (A) Enable the promise......it is a part of internal marketing

25. (D) Interactive Marketing

26. (A) Internal Marketing

27. (A) Internal Marketing

28. (A) Hussam being hurt from bed

29. (C) The customer service representative who dislikes dealing with customers that are upset

30. (B) Resolving the argument between the patients

31. (C) Relationship Marketing

32. (A) Internal Marketing

33. (D) Demand shifting strategy from peak to the non-peak time

34. (D) At Optimum

35. (B) Delivering the Promise

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