1. Which of the seven elements of the services marketing mix are addressed in this case? Give examples of each ‘P’ you identify.
2. Service quality and productivity have been described as ‘two sides on the same coin’. How does this relate to this case?
3. How do Dr Beckett and her star educate patients about the service they are receiving? What else could they do?
4. What supplementary services are orered? Do you think they enhance service delivery?
5. Contrast your own dental care experiences with those orered by Dr Beckett’s practice. What diferences do you see? Based on your review of this case, what advice would you give (a) to your current or former dentist and (b) to Dr Beckett?