Laserna, Kris Marie R.
Exserves| Dr. Beckett’s Dental Office Case
Study Questions: 1. Which of the eight elements of the services marketing mix are addressed in this case? Give examples of each ‘P’ you identify.
Dr. Beckett charges higher fees than competitors for better quality of service and refused to become an HMO provider as she feels that it wouldn’t allow her to give the quality she aims to deliver. b) Product their goal as indicated on their mission statement is to “provide superior dentistry in an efficient, profitable manner within the confines of a caring, quality environment”. They offer a wide and complete range of dental services for all possible markets. c) Place and Time
Dr. Beckett hired an…show more content… *since she was not too knowledgeable about the business side of dentistry, it is a good move to hire a consultant that would do the work for her.
g) Physical environment
Dr. Beckett moved to a bigger space was aligned with her positioning strategy. The new place was designed extension on her personality add to the company’s branding. The new clinic is not just advantageous to attract more customers but on her workforce as well. The investment also was worth it since the physical place is the first thing that customers will see when they visit the dental office. There was intentional balance between function and design which sets the dental office apart from the usual clinical and traditional dental offices.
The add-on features (play area, classical music, headphones, etc) were all aimed at providing a superior and pleasant dental experience minimizing theunpleasant feelings of going to a dentist. The certificate diplomas displayed, which is a standard practice in most professional service industries adds credibility to the dental office
2. Why do you think people dislike going to the dentist? Do you feel like Dr. Beckett addressed this problem effectively?
People dislike going to the dentist because of many reasons, first of all is the needle followed by the pain, anxiety and most especially the poor service combined with noise and smell of the dental clinic. Some people also do not find it necessary unless they