Deck 42: Minute Clinic

Question 1

A key factor influencing the selection of a retail-based health clinic is convenience.

Answer 1

True
A key factor influencing the selection of any service provider is convenience; therefore service firms that offer it the way MinuteClinic does with its retail location settings are more likely to succeed.

Question 2

MinuteClinic's services belong in which of the following categories?

A) people processing
B) possession processing
C) mental stimulus processing
D) information processing
E) All of the above

Answer 2

A
People processing takes place when the service is directed at a customer,such as with dental care and healthcare.

Question 3

If MinuteClinic hired Patrick Dempsey,who plays a doctor on "Grey's Anatomy," to appear in commercials for them,they would be engaging in which type of promotion strategy?

A) stressing tangible cues
B) using personal information sources
C) creating a strong organizational image
D) engaging in post-purchase communications
E) All of the above

Answer 3

B
Celebrity endorsements are sometimes used to reduce customers' perceived risk in choosing a service.It is a promotion strategy that involves personal information sources.

Question 4

The basic difference between selling a healthcare service at MinuteClinic and selling a Band-Aid at the drugstore is that healthcare services are ________ performances.

A) tangible
B) intangible
C) responsive
D) standardized
E) operations oriented

Question 5

Health services such as those provided by MinuteClinic tend to exhibit more experience and credence qualities than goods sold in the drugstore.

Question 6

The demand for health services in the United States is expected to drop off sharply within the next ten years as Baby Boomers age.

Question 7

Evaluating the quality of medical services at MinuteClinic may be difficult for a patient before or after being treated because services tend to exhibit fewer ________ qualities.

A) intangible
B) search
C) experience
D) credence
E) standardized

Question 8

A nurse practitioner that addresses a patient by name and offers caring,individualized attention during his visit is practicing the service quality known as

A) reliability.
B) responsiveness.
C) assurance.
D) empathy.
E) tangibles.

Question 9

MinuteClinic's services are sold,produced,and consumed at the same time,which is an example of the heterogeneity of its services versus goods.

Question 10

When nurse practitioners follow up with patients with postcard surveys,telephone calls,or brochures,they are engaging in postpurchase communication.