Healthcare

External influences include consumers' motivation, attitudes, perceptions, learning, memory and retrieval, personality values,emotions a.) True b.) False

False

Internal influences include consumers' family and friends, reference groups, situational factors, culture, and subculture and marketing. a.) True b.) False

False

According to the BLS, in terms of growth in numbers, we expect the greatest growth in skilled nursing facilities True False

True

The notion that expectations about another's behavior can create " self-fulfilling prophecy" fits within the broader context of a.) Expectancy b.) Reactivity c.) Intuition d.) Clairvoyance

A.) Expectancy

These rewards pertain to those reinforcements that are given by another person, such as a healthcare organization giving bonuses to teams of workers when quality and patient satisfaction are demonstrated to be exceptional a.) Extrinsic b.) Intrinsic

A.) Extrinsic

_____ are mental shortcuts in judgement and decision-making. a.) Heuristics b.) Expectancies c.) Cognitions d.) Perceptions e.) Errors

A.) Heuristics

___________________ postulated a "hierarchy of needs" that progresses from lowest, subsistence-level needs to the highest level of self-awareness and actualization a.) Maslow b.) Murdoch c.) Masterson d.) Musselman

A.) Maslow

Which of the following is not part of the market assessment model? a.) Power of hospitals b.) Regulatory environment c.) Competitive rivalry d.) Power of consumers and payers e.) Innovations in technology

A.) Power of hospitals

The concept of taking actions to ensure that staff can move up in management roles within the organization, in order to replace those managers who retire or move to other opportunities in other organizations a.) Succession Planning b.) Nepotism c.) Management Projection d.) None of these

A.) Succession Planning

How a person understands and acts in an organization depends upon a.) How the person sees and thinks about the situation b.) Peer pressures from the work group c.) The person's background education and training d.) The rewards provided by the organization e.) How the manager treats the person

A.) how the person sees and thinks about the situation

According to the text, a production oriented healthcare organization focuses on ____ a.) Achieving organizational goals by generating volume and filling beds and the marketing concept adoption is moderate b.) Achieving organizational goals through product and clinical quality and the marketing adoption is low c.) Achieving organizational goals by generating volume and filling beds and the marketing concept adoption is low d.) Achieving organizational goals through product and clinical quality and the marketing adoption is moderate e.) Achieving organizational goals through product and clinical quality and the marketing adoption is high

B.) Achieving organizational goals through product and clinical quality and the marketing adoptions is low

Insofar as theories of motivation are concerned, Skinner studied human behavior and proposed that individuals are motivated when their behaviors are reinforced. His four types of reinforcement includes all but which of the following? a.) Positive Reinforcement b.) Extrapolation c.) Punishment d.) Extinction

B.) Extrapolation

Meaningful work is an example of this type of reward a.) Intrinsic b.) Extrinsic

B.) Extrinsic

The Management function that refers to monitoring staff activities and performance and taking the appropriate actions for correction action to increase performance is a.) Organizing b.) Decision Making c.) Controlling d.) Planning e.) Directing

C.) Controlling

During several class discussions an analogy involving HSOs was used. Which of the following captures the essence of that analogy. a.) Many organizations may be seen as popcorn in a huge kettle. b) Organizations are like children c.) Organizations may be seen as ships on an ocean in the midst of a storm trying to make it to shore. d.) Organizations are like cooking vessels.

C.) Organizations may be seen as ships on an ocean in the midst of a storm trying to make it to shore

Judy set up a health savings account (HSA) at her financial institution and contributed consistently for future medical expenses she traveled many miles across the country to see a specific dermatologist, but it was worth it to her because she believed in the treatment the difference between the benefits Judy perceived and the costs to receive the benefits explain her _____ a.) Expectations b.) Lack of confidence c.) Aspirations d.) Customer value

D.) Customer Value

In Cognition, ________ refers to the tendency to perceive what we anticipate seeing a.) Judgement b.) Attribution c.) Anticipation d.) Expectancy e.) Perception

D.) Expectancy

The process comprised of social and technical functions and activities, occurring within organizations for the purpose of accomplishing predetermined objectives through human and other resources a.) Leadership b.) Supervision c.) Decision Making d.) Management

D.) Management

What is the purpose of an organizational dashboard? a.) To report on the strategic plan in a simple format to the board of directors b.) To provide data on operations in a quick view format c.) To monitor market activity for later input into the strategic planning process d.) To alert management to competitors' moves e.) To facilitate management discussion regarding execution of strategies

E.) To facilitate management discussion regarding execution of strategies

By understanding how people make decisions and the associated internal and external influences on the consumer decision-making process, a healthcare manager can anticipate consumer needs and develop solutions for those needs True False

True

During several class discussions an analogy involving HSOs was used. Which of the following captures the essence of that analogy? a.) Organizations are like cooking vessels b.) Organizations are like children c.) Organizations may be seen as ships on an ocean in the midst of a storm trying to make it to shore d.) Many organizations may be seen as popcorn in a huge kettle

B.) Organizations may be seen as ships on an ocean in the midst of a storm trying to make it to shore

_______ is based on positive beliefs about employee behavior, while _______ is based on negative belief about employees behavior. a.) Theory X, Theory Y b.) Theory Y, Theory X c.) Theory Y, Theory Q d.) Theory Z, Theory Y e.) Theory X, Theory Z

B.) Theory Y, Theory X

Which of the following is necessary for successful strategy execution? a.) Strong leadership b.) Cash reserves c.) Organizational buy-in d.) Knowledge of competitors' strategies e.) A & C

E.) A & C

An example of supporting plan that is driven by the strategic plan is a.) Marketing plan b.) Capital Plan c.) Operating Plan d.) Personnel Plan e.) All of the above

E.) All of the above

What are the components of Strategy Execution a.) Monitoring and Control b.) Rollout and implementation c.) Strategy Tactical plans d.) Strategy identification and selection e.) All of the above

E.) All of the above

Marketing is the process of promoting, advertising and personal selling to enable stakeholder relationships in a complex marketplace True False

False