1. Based on the Scale of Market Entities, is health care tangible dominant or intangible dominant? Please explain.

2. Using the Servuction model as a point of reference, categorize the factors that influenced this service encounter. (Typical responses should be similar to those provided in Exhibit I).

3. Develop a molecular model for this hospital.

4. Discuss corrective actions that need to be taken to ensure that a patient’s service experience will run more smoothly.

Our day began at 5:20 a.m. Hurricane Felix was predicted to hit the Carolina coast by the end of the afternoon, and I, like most of the other folks in southeastern North Carolina, had spent much of the previous day preparing the house for the upcoming storm. However, my wife and I had one extra concern that the others did not. My wife was six months pregnant with twins, and the prospect of spending lots of time in the car in the attempt to remove ourselves from harm’s way was not particularly attractive. We had decided to wait until after my wife’s doctor appointment at 9 a.m. to make a decision on whether we should leave or stay at home and ride out the storm. We never made it to the doctor’s appointment.