Yesterday,Mike Went to the Dentist for His 6-Month Check-Up

question 52

Multiple Choice

Yesterday,Mike went to the dentist for his 6-month check-up.Two weeks before he went to the dentist,he called the office to make an appointment.The day before his check-up,the office's receptionist called him to confirm his appointment.When Mike arrived at the office,he checked in with the receptionist and then waited in the waiting room for 15 minutes,reading a magazine,before being greeted by the dental hygienist,who escorted him to an examination room.The dentist entered the room,greeted Mike,examined Mike's teeth,took a set of x-rays and asked the dental hygienist to clean Mike's teeth.When his teeth were cleaned,the hygienist told Mike he should return in 6 months for another check-up.Mike experienced the _____ element of the dental office's services marketing mix.

• A) Product
• B) Personalization
• C) Process
• D) Place
• E) Physical evidence

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Definitions:

Amygdala

A region of the brain involved in processing emotions such as fear, anger, and pleasure.

Recognizing Fear

The ability to identify and understand the emotion of fear in oneself or others, often as a survival mechanism.

Epinephrine

A hormone and neurotransmitter also known as adrenaline, involved in regulating visceral functions (e.g., heart rate) and in the fight-or-flight response.

Melatonin

A hormone, secreted by the pineal gland, that is involved in the regulation of daily biological rhythms.