________________are a form of product that consists of activities, benefits, or satisfactions offered for sale that are essentially intangible and do not result in the ownership of anything.

Marketing mix planning begins with

Market offering includes everything from pure tangible goods to pure services, as well as combinations of goods and services. Which of the following is NOT a product or service?

Which of the following is an example of a pure tangible good?

Which of the following product offerings is intangible?

Which of the following is a goods-and-services combination?

Product planners need to consider products and services on three levels. Each level adds more customer value. The most basic level is , which addresses the question, "What is the buyer really buying?"

Product planners need to consider products and services on three levels. At the second level, product planners must :

Product planners need to consider products and services on three levels. At the third level, product planners must build

If a consumer purchases a new flat-screen "smart" television, what is the augmented product involved?

___________________are industrial products.

Consumer products refer to

_____________are consumer products and services that customers usually buy frequently, immediately, and with minimal comparison and buying effort.

Erica wants to replace her old washing machine with a new one. In order to get the maximum value for her money, she plans to spend substantial time and effort in gathering information and making product comparisons before making the actual purchase. In this instance, Erica is planning to buy a(n)_________________ product

A hickory rocking chair, handmade by an Amish woodcarver in Lancaster, Pennsylvania, from locally grown wood, is an example of a____________________

_______________are consumer products that the consumer either does not know about or knows about but does not normally think about buying.

_________________are the major marketing factors in the sale of most manufactured materials and parts.

_____________________are industrial products that aid in the buyer's production or operations, including installations and accessory equipment.

Installations consist of _______________

Lubricants, coal, paper, and pencils are examples of

_________________marketing consists of activities undertaken to create, maintain, or change the attitudes and behaviors of target consumers toward an organization.

The advertising slogan, "We bring good things to life," used by General Electric to market itself, is an example of ... marketing.

marketing consists of activities undertaken to create, maintain, or change attitudes toward particular people. People ranging from presidents, entertainers, and sports figures to professionals such as doctors, lawyers, and architects use it to build their reputations.

ourism Australia's global marketing campaign, "There's nothing like Australia" is an example of _______________marketing.

Advertising campaigns involving issues ranging from health care, education, and environmental sustainability to human rights and personal safety can be classified under marketing.

Developing a product or service involves defining the benefits that it will offer. These benefits are communicated and delivered by

Product attributes include all of the following EXCEPT

________________is an approach in which all the company's people are involved in constantly improving the quality of products, services, and business processes.

What are the two dimensions of product quality?

_________________refers to freedom from defects and consistency in delivering a targeted level of performance.

Style simply describes the ______________ of a product.

A good design begins with______________

A ______________ is a name, term, sign, symbol, design, or a combination of these, that identifies the maker or seller of a product or service.

________________involves designing and producing the container or wrapper for a product.

A product's _______________ identifies the product or brand, describes several things about the product, and promotes the brand.

The first step in designing support services is to

A _____________ is a group of products that are closely related because they function in a similar manner, are sold to the same customer groups, are marketed through the same type of outlets, or fall within given price ranges.

The major product line decision involves product __________________ , the number of items in the product line.

____________________Titan Inc., an automobile manufacturer based in Utah, recently added two new models to its existing line of sedans in order to increase profits and satisfy dealers. This is an example of

Proton Corp. is an automobile manufacturer known for producing efficient, durable, and low-priced cars. Recently, the company launched a new range of luxury cars to broaden its market appeal and to add prestige to its existing line of cars. This is an example of

A ______________ consists of all the product lines and items that a particular seller offers for sale.

Product mix refers to the number of different product lines the company carries.

Product mix refers to the total number of items a company carries within its product lines.

Product mix refers to the number of versions offered for each product in the line.

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.

Tristan and Juliet, a newly married couple who intend to go to Egypt for their honeymoon, bought a Europe travel package on Jizo Inc., an online travel site. As they have never seen Europe or used the services of Jizo before, they were largely dependent on other customers' feedback and signals for service quality. Which of the following characteristics of service is highlighted in this instance?

If a service employee provides the service, then the employee becomes a part of the service. This is an example of service

Service means that the quality of services depends on who provides them as well as when, where, and how they are provided.

Alex Smith rents storage space to college students who go home for the summer but do not want to haul all of their property home and back. The business is profitable during the summer months, but when the storage space is unoccupied in the off-season, Alex loses money. Which of the following characteristics of service is most likely the source of Alex's problem?

According to the service profit chain, superior internal service quality results in

The service profit chain includes internal service quality, satisfied and productive service employees, greater service value, healthy service profits and growth, and

Through_________________ , a service firm orients and motivates its customer-contact employees and supporting service people to work as a team to provide customer satisfaction.

means that service quality depends on the quality of buyer-seller interaction during the service encounter.

Service companies can differentiate their offering by

Service companies can differentiate their service delivery by

Apollo Couriers, a company providing international express mail services, has a proactive customer communications team. The primary job of this team is to identify situations that led to customer dissatisfaction, and then provide quick remedies to fix the problems. To a great extent, this has helped Apollo in winning customer loyalty. In this instance, Apollo has benefitted from :

Service productivity can be increased by hiring new employees who will work harder, by giving up some quality, or by

Brand________________ is the differential effect that knowing the brand name has on customer response to the product and its marketing.

Which of the following is one of the four consumer perception dimensions used by ad agency Young & Rubicam to measure brand strength?

Brand refers to how highly consumers regard and respect the brand.

Which of the following is true with regard to brand equity?

The fundamental asset underlying brand equity is , the value of customer relationships

Which of the following is the lowest level on which marketers can position their brands in target customers' minds?

The strongest brands are positioned on

A good brand name should most likely be

An increasing number of retailers and wholesalers have created their own , also called store brands.

Costco's Kirkland Signature products are an example of a

Which of the following is true with regard to store brands?

Some companies obtain the rights to use the names or symbols previously created by other manufacturers for a fee. This process is known as

_______________________occurs when two established brand names of different companies are used on the same product.

______________________occurs when a company introduces additional items in a given product category under the same brand name, such as new flavors, forms, colors, ingredients, or package sizes.

Symmonds Inc., a company manufacturing breakfast cereals, has extended its special Crispo cereal brand into a full line of breakfast cereals plus protein shakes, fruit and sandwich spreads, butter, and doughnuts. This is an example of

Which of the following is a potential drawback of multibranding?

Which of the following is an advantage offered by co-branding?

While advertising campaigns can help create name recognition, brand knowledge, and perhaps even some brand preference, brands are not maintained by advertising but by