Which of the following can be categorized as people-processing services?

Correct option is A

​People-processing services refer to services where the customer is directly involved in the service delivery, and the service requires the physical presence of the individual.

Healthcare is categorized as a people-processing service because it involves direct interaction with the customer to deliver services that affect their physical or mental well-being. People-processing services focus on transforming the customer in some way—in this case, by improving health.

In the healthcare sector:

1. The service directly impacts the individual physically or mentally (e.g., surgeries, therapy).
2. Customers (patients) must be present during the service delivery. For example, a doctor’s diagnosis or a surgical procedure cannot occur without the patient's presence.
3. Outcomes are tangible—patients experience visible improvements in their health or well-being.

Examples in healthcare include hospitals, clinics, physiotherapy centers, and diagnostic labs.

Information Booster:

Features and Importance of People-Processing Services:

1. Customer Involvement: The customer is directly involved in the process, and their physical presence is essential for service delivery.
2. Service Customization: These services are often tailored to meet the specific needs of the individual. For instance, in healthcare, treatment plans differ for each patient.
3. Outcome Orientation: The aim is to produce a visible or measurable transformation in the customer (e.g., recovery, wellness).
4. Time Sensitivity: Timely service delivery is critical in healthcare, as delays could lead to adverse outcomes.
5. Service Environment: The quality of the service environment (e.g., cleanliness, comfort in a hospital) significantly influences customer satisfaction.
6. Other Examples: Beauty salons, fitness training, and passenger services (e.g., airline travel).

Additional Knowledge:

(b) Legal Services:
Legal services are categorized as mental stimulus-processing services because they primarily involve providing intellectual guidance, resolving legal issues, or offering consultation. These services focus on affecting the customer’s mind or decisions rather than their physical state.

(c) Education:
Education is also a mental stimulus-processing service. It primarily aims to provide knowledge, skills, and intellectual growth. While it can indirectly influence a person’s physical condition (e.g., discipline or posture in physical education), the primary focus is intellectual and mental development.

(d) Transportation:
Transportation involves moving individuals or goods from one place to another and is categorized as a possession-processing service (if goods are transported) or a people-movement service (if passengers are involved). It doesn’t transform the customer’s physical state, which is the defining characteristic of people-processing services.