Exam 9: Developing New Products and Services

In the early 1900s,your great-great-grandfather probably purchased his first automobile.After years of driving a horse and buggy,he got in his new car and drove it into his new garage.The new automobile was an example of a

Concept tests are part of which stage in the new-product process?

-The various 3M products in the photo above can be classified as a

The dimension of service quality called __________ is the ability to perform the promised service dependably and accurately.

Raw materials,such as grain or lumber as well as assemblies or parts,are referred to as

Which of the following activities are accomplished during the development stage for services?

New-product strategy development refers to

To help consumers assess and compare its airline service,Frontier Airlines uses personable animal characters in its advertising to announce and describe benefits,such as leather seats and "stretch" seating,to help deal with the

Thirsty Dog! is a zesty beef-flavored,vitamin-enriched,mineral-loaded,lightly carbonated bottled water for your dog.It might have been a great product,but competition over shelf space was fierce and the product could not generate enough sales per square foot for retailers.The makers of this product had

Dell used __________ to develop an online site to generate 13,464 ideas for new products and website and marketing improvements.

Parallel development,involving the simultaneous development of both the product and the production process,is the responsibility of __________.

Sandy needs to have her car repaired.She is a member of the American Automobile Association (AAA)and knows that they evaluate car repair shops.Furthermore,the shop she is considering displays the AAA seal of approval.It also is clean and organized.She believes this is a good way to predict the quality of the service she will receive.Sandy bases her opinion of car repair shops on the basis of which service quality dimension?

Market testing refers to

-When Heinz introduced its new EZ Squirt Ketchup bottle (see the photo above),the degree of "newness" for the consumer would make this a

There are five key dimensions of service quality:

Open innovation may enhance the __________ stage of the new-product process.

The New York Times calls Marissa Mayer the "__________" of Google's home page,the one person who "controls the look,feel,and functionality of the Internet's most heavily trafficked search engine."

Newman's Own is a company that gives all of its profits to charities.The company produces popcorn,salsa,pasta sauce,and salad dressings under the Newman's Own brand name.These product lines comprise the company's

The most expensive stage in the new-product process for most products and services is

When Mandy last got her drive-thru order at the fast-food restaurant,she thought the employee who helped her was cold and unfriendly.The food tasted good but was overshadowed by the employee's demeanor.Since then,Mandy often says something derogatory to her friends about the restaurant based on this single experience.This is an example of which issued associated with services?