Ch. 8 Flashcards
anything that can be offered in a market for attention, acquisition, use, or consumption that might satisfy a need or want (can be tangible or intangible)
product
a product that consists of activities, benefits or satisfaction that is essentially intangible and does not result in the ownership of anything
service
basic problem-solving benefits consumers are seeking
core customer value
the physical good or delivered service that supplies the core benefit
actual product
nonphysical aspects and associated services of the product (ex: warranty, credit, delivery, installation, etc.)
augmented product
good or service that consumers purchase frequently with a minimum of comparison and effort
convenience products
good or service for which consumers will spend time and effort gathering information on price, product attributes, and product quality
shopping products
consumer products and services with unique characteristics or brand identification which a significant group of buyers is willing to make a special purchase effort
specialty products
those for which consumers have little awareness or interest
unsought products
groups of associated items that consumers tend to use together or think of as part of a group of similar products or services
product lines
complete set of products and services offered by a firm; has various product lines
product mix
- full line vs. limited line
- filing out vs. contracting (adding more items within present range or cutting items from within current range)
- line stretch
product line strategies
new variant of an existing product that competes in the same category
product line extension
when an existing brand offers a new product in a product category the brand has never competed in
brand extension
within the same category
line extension
adding lower-end (lower prices and quality) items to the product line
downward stretch
adding higher-end items to the product line
upward stretch
adding lower-end and higher-end items to the product line
two-way stretch
a firm’s entire range of products
product mix
developing a differentiated offer, delivery, and image
managing service differentiation
delivering consistently higher quality than the competitors
managing service quality
- training current employees or hiring new ones
- increasing the quantity of service by giving up some quality
- harnessing the power of technology
managing service productivity
a name, term, symbol, or any other unique element of a product that identifies one firm’s product(s) and set its apart from competition
brand
set of assets and liabilities linked to a brand that impact the value provided by the product or service
brand equity
estimation of the total financial value of a brand
brand valuation