Memo Outline
I. Introduction
1. Work for Hilton Chain of Hotels
2. Reduced customer numbers over past three months - low revenue in the long run
II. Overview
1. Customer satisfaction is an important factor that every business seeks to
maximize on
2. Declining rates of customer satisfaction rate translate to a similar decline in
revenues generated
III. Key Questions
1. Role of customer loyalty in increasing customer numbers
2. Attributes within the restaurant will play a critical role towards influencing
customer decisions
IV. Data Collection
1. Questionnaire using 5 point Likert Scale
2. 268 respondents
V. Statistical Techniques
1. Data envelopment techniques
2. Structural equation modeling
3. SPPS programs such as LISREL
VI. Results
1. Variables used include
i. Food quality
, ii. Service quality
iii. Price
iv. Restaurant environment
v. Restaurant location
vi. Customer satisfaction
vii. Customer trust
VII. Conclusion
1. The study found out that food quality determines customer loyalty
2. The restaurant’s setting and environment was the second most important factor in
influencing customer satisfaction followed by service quality and the price
VIII. Applications
1. The most important influence on customer satisfaction is the quality of food
2. Need to change:
i. Food appearance
ii. Taste
iii. Food diversity
iv. Healthy foods
IX. References
1. Provided to give more detailed information
2. Haghighi, M., Dorosti, A., Rahnama, A., & Hoseinpour, A. (2012). Evaluation of
factors affecting customer loyalty in the restaurant industry. African Journal of
Business Management, 6(14), 5039.
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Davidson/London/Ladewig, Olds’ Maternal–Newborn Nursing and Women’s
Health Across the Lifespan 9th Edition Test Bank
Chapter 1
Question 1
Type: MCSA
The nurse is speaking to students about changes in maternal–newborn care. One change is that self-care has
gained wide acceptance with patients, the healthcare community, and third-party payers due to research findings
that suggest that it:
1. Shortens newborn length of stay.
2. Decreases use of home health agencies.
3. Reduces healthcare costs.
4. Decreases the number of emergency department visits.
Correct Answer: 3
Rationale 1: Length of stay is often determined by third-party payer (insurance company) policies as well as
physiologic stability of the mother and newborn. Home healthcare agencies often are involved in patient care to
decrease hospital stay time.
Rationale 2: Home healthcare agencies often are involved in patient care to decrease hospital stay time.
Rationale 3: Research indicates self-care significantly reduces healthcare costs.
Rationale 4: Acute emergencies are addressed by emergency departments, and are not delayed by those practicing
self-care.
Question 2
In order to combat the impersonal nature of technology that sometimes interferes with family-focused care, the
nurse should take which actions?
Standard Text: Select all that apply.
1. Advocate within the community for natural childbirth.
2. Make childbirth education classes available.
3. Be instrumental in providing change in the birth environment at work.
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4. Suggest that doulas not be allowed to interfere with the childbirth process.
5. Advocate for more home healthcare agencies.
Correct Answer: 1,2,3,5
Rationale 1: Natural childbirth, if the patient is able, is the safest method for the baby.
Rationale 2: It is appropriate for nurses, in conjunction with doctors and hospitals, to provide childbirth classes
for the expectant families.
Rationale 3: By working with other staff and doctors, the nurse is able to implement change as needed within the
birthing unit.
Rationale 4: Doulas are encouraged to be part of the birthing process as the patient wishes. They are mainly there
as a coach.
Rationale 5: Patients are going home sooner all the time, so there needs to be more follow-up in the home.
Question 3
The nurse is telling a new patient how technology used in maternal–newborn care has changed the way the nurse
cares for her patients. An example of this is:
1. Elective inductions, requested cesareans, epidural anesthesia, and fetal monitoring.
2. Delivering at home with a nurse-midwife and doula.
3. Having the father present as the coach and cut the umbilical cord.
4. Breastfeeding of the new baby on the delivery table.
Correct Answer: 1
Rationale 1: Elective inductions, requested cesareans, epidural anesthesia, and fetal monitoring are all recent
technologies that have affected the care in labor and delivery areas.
Rationale 2: A nurse-midwife and a doula are not examples of technological care.
Rationale 3: Fathers’ being present during labor and coaching their partners represents nontechnological care
during childbirth.
Rationale 4: Breastfeeding is not an example of technology impacting care.
Question 4
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