Yesterday,Mike went to the dentist for his 6-month check-up.Two weeks before he went to the dentist,he called the office to make an appointment.The day before his check-up,the office's receptionist called him to confirm his appointment.When Mike arrived at the office,he checked in with the receptionist and then waited in the waiting room for 15 minutes,reading a magazine,before being greeted by the dental hygienist,who escorted him to an examination room.The dentist entered the room,greeted Mike,examined Mike's teeth,took a set of x-rays and asked the dental hygienist to clean Mike's teeth.When his teeth were cleaned,the hygienist told Mike he should return in 6 months for another check-up.Mike experienced the _____ element of the dental office's services marketing mix.
A) Product
B) Personalization
C) Process
D) Place
E) Physical evidence

Question

Quizplus · Accepted Answer

The process element of the services marketing mix involves the steps or procedures involved in delivering the service. In this scenario, Mike experienced the process element by making an appointment, receiving confirmation, checking in with the receptionist, waiting in the waiting room, being escorted to the examination room, and receiving dental treatment.

Yesterday,Mike Went to the Dentist for His 6-Month Check-Up