Correct Answer: People

Solution : The correct answer is (d) People.

People is an element of the extended marketing mix (7Ps) that is specifically applicable to service businesses. In service industries, the people element becomes crucial because the interaction between service providers and customers significantly influences the customer experience and perception of the service quality. Managing the people element involves recruiting, training, and developing the right personnel to ensure they have the necessary skills, knowledge, and attitudes to deliver excellent customer service. It also involves creating a customer-focused culture within the organization and ensuring that employees are equipped to meet customer needs and provide a positive service encounter.