Exam 11: Developing and Managing Goods and Services

H&R Block, a major tax preparation firm, reported having a problem with its employees being inconsistent in the filing of returns. The firm is experiencing a problem with which of the following characteristics of the service offering?

Quality modifications never seek to reduce product quality.

Identify and explain the dimensions of product quality.

What exactly is analyzed during the business analysis phase of new-product development?

Tesla vehicles have the unique characteristics of being a totally electric, premium luxury vehicle. The marketing manager wants to focus on these unique aspects rather than comparing the vehicles directly to competitors. He wants Tesla to be seen in a totally different light. Based on these objectives, he would wantto position the vehicles

If Stonefield School Furniture Company provides standard primary school chairs in new colors to match the interiors of schools, this modification is most likely to be viewed as a(n) ____ modification.

Why and how might an organization delete existing products?

Because of inseparability of the consumption and production of services, customers are often present when a service is produced.

Customers seldom rely on the price-quality associations.

Marketers begin to make decisions about labeling, packaging, branding, pricing, and promotion during

Bauman Flooring found a supplier of very inexpensive fibers that could be used to produce low-grade carpeting at a very low cost. Because Bauman had been facing stiff competition in the medium-grade carpet industry, it started using the new material in all of its carpeting and reducing its prices. This is an example of a(n)

The intangible nature of services often leads customers to use prices as a measuring tool for quality.

A service is usually offered as part of a bundled package of services with a core service and one or more ____ services.

Quality modifications are changes that relate to a product's

The phase-out approach to product deletion involves a process of continuous price increases to make as much profit as possible before the product is finally priced out of existence.

The education a student gets is an example of the intangibility of services.

Both production and consumption of services occur at the same time.

A run-out approach to product deletion lets the product decline without changing the marketing strategy.

Test marketing is a sample launching of the entire marketing mix.

In product modification, three conditions must be met to improve a firm's product mix: the product must be modifiable, customers must be able to perceive that a modification has been made, and