Activity 3 (individual).

1. According to the monocriteria classification, Xanit International Hospital sells this products:

• Classification 1, level of tangibility: In this case, the level of tangibility is low, since a consul-
tation service is offered to the client, through which the doctor in question performs an ex-
haustive examination of whether or not the person has health problems.

• Classification 2, degree of contact with the client/efficiency potential of servuction: the hos-
pital offers a highly elevated contact with the client, since in most cases it is necessary to
follow up on the people so that their health improves, so we would be talking about a pure
service, in this case, Xanit Hospital has many specialists who facilitate this monitoring in dif-
ferent areas of medicine. In this case, the hospital would not be a pure service, which offers
the client tangible elements, such as medicines, x-rays, ...

• Classification 3, degree of tangibility and consumer behavior: the hospital offers a totally
intangible service, since the doctor offers a consultation or a review, it is not a physical prod-
uct. The hospital offers different medical services that pretend to satisfy the client as much
as possible, it is about the health of people, and it can be considered that the services offered
by the hospital are special services, because the decision that a person pays or not for the
service provided by the hospital is very important, because if the client has a serious illness
and Xanit Hospital offers the best service, the client will go to this hospital no matter where
they are is, because the service and the healthy is more important.

• Classification 4, duration of services/durable products: the service offered by the hospital

can be long or short, depending on the client and the illness that you have, you can carry out
many appointments or only one.

• Classification 5, costumer type: the hospital offers an individualized service and depending
on the illness that each client has, that service will be higher or lower. But on the other hand,
the hospital offers information that can be obtained by clients who need it, so it could also
be organizational

• Classification 6, type of service: the hospital offers a professional service, which is intended
to have the best doctors so that the service offered to the client is the best, achieving the
maximum satisfaction.

2.
-Costa del Sol hospital.
The visible part of the system: in this part, the hospital is directly related to the client, in which
on the one hand the hospital maintains a day for the client and thus to be able to solve its main
problems, and on the other hand a personal contact with the client is established both in the
consultation of the doctor as following in contact with the client continuously.
The invisible part of the system: in this case, on the one hand, the hospital maintains contracts
with campaigns dedicated to the sale of special surgical equipment for hospitals, as well as car-
rying out computer programs that allow for an exhaustive contact with the client.

The main difference with Xanit International Hospital is that it does not carry out the realization
of computer programs that allow contact with customers, but a specialist company in charge of
these programs.
The main difference with Xanit International Hospital is that it does not carry out the realization
of computer programs that allow contact with customers, but a specialist company in charge of
these programs.

3.
-Xanit International Hospital: Yes, it makes sense to develop customer relationship strategies,
because potential customers are allowed to have knowledge of the services offered by the com-
pany, to know what is offered and how they can respond to their needs, so that they feel more
valued and that will benefit the company. The types of clients that should be identified are:

• Undecided, who is not very sure that a hospital and therefore can develop a strategy,
what can be the client experience to all the advantages that our clinic has with respect
to the competition in general, show you our advances in the area in which the client
is interested so that he goes to a consultation with the doctor.

• Friendly, this client will facilitate the work in the hospital, through it we can grow,
using surveys or product tests to see if it really benefits the client or not.

• Curious, this client is more interested in our services, asking advantages and disad-
vantages, so the hospital can have everything you need to know.

-Costa del Sol Hospital: Yes, it makes sense to develop relationship strategies with clients, be-
cause this will allow the client to have more confidence with the services offered in the hospital,
clients will be more satisfied and therefore will be more interested in the progress that has been
made in In the hospital, more clients will come and as the clients are more satisfied, there will
be more trust in the hospital and therefore fewer complaints. The types of clientes that should
be indentified are:

• The unfortunate, this client will pretend to dominate the services offered in the hos-
pital, as well as the clients, so we will have to establish a full domination so that our
services are used in the most appropriate way possible.

• The angry, this client acts so that their behavior becomes a problem when our doctors
work, so you will have to have sporadic conversations with them so that the relation-
ship does not become a serious problem.