Exam 7: Products, services and Brands: Offering Customer Value

The factor of ________ indicates that services lack a physical element.

Emma is thirsty,hot and tired.She goes downstairs to get a Coke.However,the Coke machine is broken and even though there is a working Pepsi machine next to it,Emma walks to the next building to buy a Coke.This is an example of brand ________.

Conformance quality refers to freedom from defects and ________ in delivering a targeted level of performance.

A brand is a name,term,sign,________ or design,or a combination of these,intended to identify the goods or services of one seller or group of sellers and to differentiate them from those of competitors.

Explain how a florist might engage in line stretching and line filling.

Product mix ________ refers to the total number of items the company carries within its product lines.Sony typically carries many products within each line,e.g. ,personal audio.

The ________ of the product mix refers to how closely related the various product lines are in end use,production requirements,distribution channels or some other way.

Product mix ________ refers to the number of versions offered of each product in the line.Crest toothpaste comes in 13 varieties,ranging from Crest Multicare to Crest Baking Soda formulations.

Which of the following is NOT one of the links in the service-profit chain,linking service firm profits with employee and customer satisfaction?

Labels and brand logos can support the brand's positioning and add ________ to the brand.

A company can expand its product line in two ways: by line ________ or by line ________.

Cannibalisation and customer confusion about product differentiation are two potential results if line filling is overdone.

________ means that services cannot be seen,tasted,felt,heard or smelled before they are bought.

A company might stretch its product line upward to add prestige to its current products.

When a local restaurant that features barbecue sometimes delivers food fast and hot,but at other times is slow and the food arrives at the table cold,it is an example of the service characteristic of ________.

Public health campaigns to reduce smoking,drug abuse and obesity are all examples of ________.

Unsought products are products that the customer buys frequently,immediately and with a minimum of comparison and buying effort.

The impossibility of a barber storing haircuts for later sale is an example of which of the following?

The fact that services are produced and consumed simultaneously is an example of ________.

Paper,pencils,lubricants,paint,nails and brooms are examples of ________.