1. Which of the seven elements of the services marketing mix are addressed in this

case? Give examples of each "P" you identify.

2. Why do people dislike going to the dentist? Do you feel Dr. Beckett has

addressed this problem effectively?

3. How do Dr. Beckett and her staff educate patients about the service they are

receiving? What else could they do?

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

delivery?

5. 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?

6. Evaluate Dr. Beckett's website (http://www.mychicodentist.com). What

strengths do you think the website has? What improvements would you suggest?

2012 by Lauren K. Wright