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

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(23) In this case "Doha Clinic" is considered to be making the Promise.

The correct option is (A) “Doha Clinic”. As the Doha clinic and hospital promises that the patient’s safety is their first priority.

(24) In the service triangle, the employees lack of knowledge about how to operate the bed is considered an example of failing to: “Deliver the Promise”.

The correct option is (B) “Deliver the promise”. As the hospital failed to take care of their patient and the staff was unaware of the new equipments in the hospital and didn’t know how to use them.

(25) In the service triangle, Hossam falling off the bed is an example of: “External Marketing”.

The correct option is (B) “External Marketing”.

(26) The customer service representative dealing with Hossam’s situation is an example of lack of: “Relationship Marketing”. As the hospital was’nt able to assist Hossam properly.

The correct option is (C) “Relationship Marketing”.

(27) The Plaque on the wall containing Hanaa’s name is an example of: “Internal Marketing”.

The correct option is (A) “Internal Marketing”. In order to encoreage the stafff of the hospital to keep them motivated so that they can produce better results.

(28) From the previous case the following is an example of client-organisation conflict:” The customer service representative not being able to give the refund”.

The correct option is (D) “The customer service representative not being able to give the refund”.

(29) From the previous case the following is an example of person-role conflict: “The customer service representative who dislikes dealing with the customers that are upset”.

The correct option is (C)  “The customer service representative not being able to give the refund”. As the customer care representative is not able to resolve Hossam’s problem because of the hospital’s management policy.

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