Top Executives of a Health Maintenance Organization (HMO) Were Discussing

question 141

Multiple Choice

Top executives of a health maintenance organization (HMO) were discussing a proposal to start providing each patient with a short customer satisfaction survey that would be on a card given to the patient when he/she left one of the HMO's clinics. All the patient had to do was to complete the survey items and drop the card in a mailbox; the HMO would pay the return postage. After several minutes, one of the executives said, "I don't like this idea at all, because the only people who will respond to the survey are people who want to complain about something." Apparently, this executive doesn't understand that:

• A) Most companies don't pay any attention to customer surveys anyway.
• B) Complaints can bring implementation problems to light so that the company can fix them.
• C) No one answers surveys that are sent through the mail.
• D) Implementation problems that are unresolved often result in dissatisfied patients who may choose other health care providers.
• E) Both Complaints can bring implementation problems to light so that the company can fix them; and Implementation problems that are unresolved often result in dissatisfied patients who may choose other health care providers.

Recognize the importance and evolution of fringe benefits post World War II.

Understand the concept of physical attractiveness and its impact on partner selection and perception.

Recognize the importance of close social relationships for well-being and the role of regrets in reflecting on social and nonsocial domains.

Comprehend the influence of proximity and familiarity on friendship formation and relationship development.

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Definitions:

Group's Attractiveness

The quality that makes a group appealing or desirable to potential or current members based on factors like cohesion, prestige, and goal achievement.

Group Attractiveness

This refers to the perceived desirability of belonging to a particular group, influenced by factors like the group's status, achievements, and camaraderie.

Similarity Of Members

The degree to which individuals in a group or team share common characteristics, experiences, or backgrounds.

Social Capital

The networks, relationships, and norms that facilitate collective action and contribute to the social and economic effectiveness of a society or group.