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In this case, Eric (2010) showcases constructs of relationship marketing as it identifies with health care customers and practitioners. With regards to the website refreshing after every ten minutes to keep track of appointments, it is a strategy that aims at developing long-term, cost-effective link for a mutual benefit between the organization and the customer. While focusing on the relationship marketing, organizations shift their focus from individual transactions such as convincing a customer to make use of the clinic services, “to a long-term loyalty – identifying the institution as a regular health care provider” (Eric, 2010). Customers require high-quality services and retaining a customer requires strategy. Delayed, canceled, or unplanned appointment visits are areas that have, for a long time, been haunting customers and health care institutions as the result of these variables is loss of customers or flawed customer service. However, the invention of a service that enables tracking, observation, and keeping of appointments adapts the contemporary notion of shifting from the individual transaction (patient visit, referral, and sale) to the establishment of a longer-term relationship. The refreshing website is a marketing tool that specifically addresses customer satisfaction, service quality, time and resource management, and accomplishment of customer retention (Eric, 2010). Question 2: Chapter 8 “I’ve sold products all my life and have been successful. Marketing a food product is no different from marketing a hotel, airline, or hospital.” The above point is naive in all aspects. Firstly, marketing is a process through which a seller of a product or provider of a service uses promotional means and integrated marketing communication to convince customers into buying or using a product or a service. As pointed by the above quotation, the term sold is past tense for sell and means the ability to complete a single transaction by offering a product or service in exchange for money. The naivety of the above point starts with the confusion of selling and marketing. In addition, neither marketing nor selling is a skill (with regards to the question posed, the board expects understanding of selling and marketing concepts but the interviewee portrays selling as an event based on sheer luck) and neither can be measured through the consideration of periodic success. Moving on to the second part of the quotation; products differ from one another and comparing food products to hotels, airlines, or an hospital shows a high degree of naivety. Food products are mostly sold in food shops, restaurants, and/or grocery stores and capturing a market for these products depends on fewer variables than providing services in the health care sector (Berkowitz, 2010). Food products appeal to various people all the time and this industry does not necessarily require loyalty like the health care sector. Health care products depend on variables such as product positioning (drugs, machines), branding (machines, e.g. in radiology), and diffusion of innovation (rate of adoption of a product). Diffusion of innovation is determined by relative advantage (advantage of new product over existing ones), compatibility (compatibility with existing values and customs creates adoptability), complexity (affects adoption of products), divisibility (trial on a limited basis), and communicability (easy communication of benefits). Reflecting on the ...Show more


Promotional Strategies Name: Institution Affiliation: Date: Question 1: Chapter 7 A website page refreshing every ten minutes to help practitioners follow up with appointments is a strategy for the organization behind the website to maintain a certain level of relationship between service users and providers…
Author : etha47
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