Final answer:
The correct answer is customer satisfaction (d). Staff behavior, appearance and uniforms, equipment, and building exteriors are all part of the product/service mix, while customer satisfaction is an outcome.
Step-by-step explanation:
The product/service mix refers to the range of products and services offered by a business. It includes various elements such as staff behavior, appearance and uniforms, equipment, building exteriors, and customer satisfaction. Staff behavior, appearance and uniforms, equipment, and building exteriors are all part of the product/service mix as they contribute to the overall customer experience. However, customer satisfaction is not an element of the product/service mix but rather an outcome or result of the business's ability to meet customer expectations.