Services Marketing

Group Assignment 1
Dr. Beckett’s Dental Office

Term 5
Abishek Hariharan (2021PGPxxx)
Sahil Bhagtani (2021PGP041)
Akriti Kulshrestha (2021PGP069)
Sharad Agarwala (2021PGP120)
Aayush Kumar Jain (2021PGP126)
Aishwarya Naresh Gulabani (2021PGP129)

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Q1. Which of the seven elements of the Services Marketing Mix are addressed in this case?
Give examples of each “P” you identify.

Ans 1. xxx

Q2. Why do people dislike going to the dentist? Do you feel Dr. Beckett has addressed this
problem effectively?

Ans 2. xxx

Q3. How do Dr. Beckett and her staff educate patients about the service they are receiving?
What else could they do?

Ans 3. xxx

Q4. What supplementary services are offered? How do they enhance service delivery?

Ans 4.

The office provides its clients with a conference room that is equipped with toys for
children. In my opinion, this is a crucial service because it relieves parents of the burden of
wrangling their children in the waiting area. Additionally, Dr. Becket's office gives patients
headphones with a variety of music to pick from; this is essential, especially for patients like
me who are afraid to visit the dentist. Because music has a calming effect, Dr. Beckett can
work with less stressed patients.

Dr. Beckett enhanced the service delivery by:

 Appointing more dentists
 Providing high quality service with less prices
 Giving all information to customers about after treatment outcomes, i.e. being
transparent with their customers
 Hiring more skilful and experienced staff
 Advertising about themselves & providing information to patients before treatment

Q5. Contrast your own dental care experiences with those offered by Dr. Beckett’s practice.
What differences do you see? Based on your review of this case, what advice would you give
to (a) your current or former dentist and (b) Dr. Beckett?

Ans 5. xxx

Q6. Evaluate Dr. Beckett’s website (www.chicogentledental.com). What strengths do you

think the website has? What improvements would you suggest?

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Ans 6. xxx