Chapters 13-16 Flashcards

1
Q

Service Product Continuum

A

Service dominant -> product dominant (most are somewhere in the middle)

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2
Q

Services

A

intangible product - 70% of US GDP

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3
Q

Characteristics of services

A
Intangibility
Inseparability
close customer contact
client-based relationships
heterogeneity
perishability
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4
Q

Intangibility

A

major characteristic that distinguishes services from goods

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5
Q

Inseparability

A

services are produced and consumed at the same time

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6
Q

perishability

A

unused services cannot be stored for future use

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7
Q

heterogeneity

A

diversity

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8
Q

customer contact

A

level of interaction needed to deliver service

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9
Q

Development of services

A

core services: basic service experience a customer could receive

supplementary services: one of more services used to differentiate from competitors

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10
Q

Search qualities

A

tangible attributes such as color, style, size, etc

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11
Q

Experience qualities

A

attributes such as taste, satisfaction, pleasure - can be assessed only during consumption

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12
Q

Credence qualities

A

attributes that can’t be evaluated until after service ends

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13
Q

4 factors that affect service quality

A
  • analysis of customer expectations
  • service specifications
  • employee performance
  • management of service expectations
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14
Q

Employee performance

A

customer contact employees are often the least trained and lowest-paid

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15
Q

Supply Chain Management

A

set of approaches used to integrate various operations to get products distributed in the right quantities at the right times

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16
Q

Marketing channel

A

group of individuals that direct the flow of products from producers to customers

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17
Q

Marketing intermediaries

A

middlemen that link producers to other intermediaries through contractual arrangements

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18
Q

Selecting marketing channel

A

customer characteristics: consumer or business market?

product attributes: complex or standard?

Type of organization: large or small?

Competition: high or low?

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19
Q

Intensive distribution

A

uses all available outlets to distribute a product

  • convenience products
  • multiple channels may be used
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20
Q

Selective distribution

A

uses only some available outlets

  • for shopping products
  • desired when a special effort is important to customers
21
Q

Exclusive distribution

A

uses a single outlet in a fairly geographic area

for products purchased infrequently

22
Q

Channel captain

A

dominant leader of a marketing channel

23
Q

Channel power

A

the ability of one channel member to influence another member’s achievements

24
Q

Vertical channel

A

vertical channel integration: combines two or more stages of the marketing channel under one management

Vertical conflict: between manufacturers and retailers

25
Horizontal channel
Horizontal channel integration: combining organizations at the same level of operation under one management Horizontal conflict: between retailers
26
order processing
the receipt and transmission of sales order information
27
order entry
begins when customer places order
28
order handling
product availability and customer credit-worthiness is verified
29
order delivery
delivery is scheduled with carrier
30
Electronic data interchange
a computerized means of integrating order processing with production, inventory, accounting and transportation
31
Stockouts
shortages of products that can result in loss of customers
32
reorder point
inventory level that signals the need to place a new order
33
order lead time
average time lapse between placing an order and receiving it
34
usage rate
rate at which inventory is used
35
safety stock
the extra inventory a firm keeps
36
reorder point
(order lead time x usage rate) + safety stock
37
retailing
all transactions which the buyer intends to consume product through personal, family or household use
38
retailer
organization that purchases products for the purpose of reselling them to consumers
39
general-merch stores
retail establishments that offer a variety of product lines stocked in depth
40
department store
large retail org with wide product mix
41
discount stores
self-service, general stores that offer brand-name and private products
42
specialty retailer
narrow and deep assortments
43
category specialist
very large specialty store that concentrates on a major product category and competes on the basis of low prices and high availability
44
off-price retailer
buy manufacturer's seconds, return for resale at deep discounts
45
(food) convenience stores
self-service stores that are open long hours and have narrow assortments
46
supermarkets
large self-service, food and nonfood products
47
warehouse club
giant retail outlets, membership required
48
supercenter
supermarket + discount store
49
IMC promotional mix
``` advertising direct marketing internet marketing sales promo public relations personal selling ```