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Product
everything, both favorable and unfavorable, that a person receives in an exchange
Convenience Product
a relatively inexpensive item that merits little shopping effort
Shopping Product
a product that requires comparison shopping because it is usually more expensive than a convenience product and is found in fewer stores
Specialty Product
a particular item for which consumer search extensively and are very reluctant to accept substitutes
Unsought Product
a product unkown to the potential buyer or a known product that the buyer does not actively seek
Product Item
a specific version of a product that can be designated as a distinct offering among an organization’s products
Product Line
a group of closely related product items
Product Mix
all products that an organization sells
Product Mix Width
the number of product lines an organization offers
Product Line Depth
the number of product items in a product line
Product Modification
changing one or more of a product’s characteristic
Planned Obsolescence
the practice of modifying products so those that have already been sold become obsolete before they actually need replacement
Product Line Extension
adding additional products to an existing product line in order to compete more broadly in the industry
Brand
adding additional products to an existing product line in order to compete more broadly in the industry
Brand Name
adding additional products to an existing product line in order to compete more broadly in the industry
Brand Mark
the elements of a brand that cannot be spoken
Brand Equity
the value of a company or brand name
Global Brand
a brand that obtains at least a one-third of its earnings from outside its home country, is recognizable outside its home base of customers, and has publicly available marketing and financial data
Brand Loyalty
consistent preference for one brand over all others
Manufacturer’s Brand
the brand name of a manufacturer
Private Brand
a brand name owned by a wholesaler or a retailer
Captive Brands
a brand manufactured by a third party for an exclusive retailer, without evidence of that retailer’s affiliation
Individual Branding
using different brand names for different products
Family Branding
marketing several different products under the same brand name
Co-Branding
placing two or more brand names on a product or its package
Trademark
the exclusive right to use a brand or part of a brand
Service Mark
a trademark for a service
Generic Product Name
identifies a product by class or type and cannot be trademarked
Persuasive Labeling
a type of package labeling that focuses on a promotional theme or logo: and consumer information is secondary
Informational Labeling
a type of package labeling designed to help consumers make proper product selections and lower their cognitive dissonance after the purchase
Universal Product Codes (UPCs)
a series of thick and thin vertical lines (bar codes) readable by computerized optical scanners that represent number used to track products
Warranty
a confirmation of the quality or performance of a good or service
Express Warranty
a written guarantee
Implied Warranty
an unwritten guarantee that the good or service is fit for the purpose for which it was sold
New Product
a product new to the world, the market, the product, the seller, or some combination of these
New-Product Strategy
a plan that links the new-product development process with the objectives of the marketing department, the business unit, and the corporation
Product Development
a marketing strategy that entails the creation of marketable new products: the process of converting applications for new technologies into marketable products
Brainstorming
the process of getting a group to think of unlimited ways to vary a product or solve a problem
Screening
the first filter in the product development process, which eliminates ideas that are inconsistent with the organization’s new-product strategy or are obviously inappropriate for some other reason
Concept Test
a test to evaluate a new-product idea, usually before any prototype has been created
Business Analysis
the second stage of the screening process, where preliminary figures for demand, cost, sales, and profitability are calculated
Development
the stage in the product development process in which a prototype is developed and a marketing strategy is outlined
Simultaneous Product Development
a term-oriented approach to new-product development
Test Marketing
the limited introduction of a product and a marketing program to determine the reactions of potential customers in a market situation
Simulated (Laboratory) Market Testing
the presentation of advertising and other promotional materials for several products, including a test product, to members of the product’s target market
Commercialization
the decision to market a product
Innovation
a product perceived as new by a potential adopter
Diffusion
the process by which the adoption of an innovation spreads
Product Life Cycle (PLC)
a concept that provides a way to trace the stages of a product’s acceptance, from its introduction (birth) to its decline (death)
Product Category
all brands that satisfy a particular type of need
Introductory Stage
the full-scale launch of a new product into the marketplace
Growth Stage
the second stage of the product life cycle, when sales typically grow at an increasing rate; many competitors enter the market; large companies may stat to acquire small pioneering forms; and profits are healthy
Maturity Stage
a period during which sales increase at a slower rate
Decline Stage
a long-run drop in sales
Service
the result of applying human or mechanical efforts to people or objects
Intangibility
the inability of services to be touched, seen, tasted, heard, or felt in the same manner that goods can be sensed
Search Quality
a characteristic that can be easily assessed before purchase
Experience Quality
a characteristic that can be assessed only after use
Credence Quality
a characteristic that consumers may have difficulty assessing even after purchase because they do not have the necessary knowledge or experience
Inseparability
the inability of the production and consumption of a service to be separated; consuemrs must be present during the production
Heterogeneity
the variability of the inputs and outputs of services, which causes services to tend to be less standardized and unifrom than goods
Perishability
the inability of services to be stored, warehoused, or inventoried
Reliability
the ability to perform a service dependably, accurately, and consistently
Responsiveness
the ability to provide prompt service
Assurance
the knowledge and courtesy of employees and their ability to convey trust
Empathy
caring, individualized attention to customers
Tangibles
the physical evidence of a service, including the physical facilities, tools, and equipment used to provide the service
Gap Model
a model identifying five gaps that can cause problems in service delivery and influence customer evalutations of service quality
Core Service
the most basic benefit the consumer is buying
Supplementary Services
a group of services that support or enhance the core service
Mass customization
a strategy that use technology to deliver customized services on a mass basis
Internal Marketing
treating employees as customers and developing systems and benefits that satisfy their needs
Nonprofit Organization
an organization that exists to achieve some goal other than the usual business goals of profits, market share, or return on investment
Nonprofit Organization Marketing
the effort by nonprofit organization to bring about mutually satisfying exchanges with target markets
Public Service Advertisement (PSA)
an announcement that promotes a program of a federal, state, or local government or of a nonprofit organization
Supply Chain
the connected chain of all of the business entities, both internal and external to the company, that perform or support the logistics function
Supply Chain Management
a management system that coordinates and integrates all of the activities performed by supply chain members into a seamless process, from the sources to the point of consumption, resulting in enhanced customer and economic value
Supply Chain Agility
an operational strategy focused on creating inventory velocity and operational flexibility simultaneously in the supply chain
Outsourcing
a manufacturer’s or supplier’s use of an independent third party to manage an entire function of the logistics system, such as transportation, warehousing, or order processing
Third-Party Logistics company (3PL)
a firm that provides functional logistics services to others
Reshoring
the reinstitutionalization of a business process from an outsource location/country back to the original location for the purpose of gaining economic advantage
Nearshoring
the transfer of an outsourced activity from a distant to nearby country
RFID
radio-frequency identification; a device that uses radio waves as a mean of locating a piece of inventory within confined geographic space
Supply Chain Orientation
a system of management practices that are consistent with a “system thinking” approach
Supply Chain Integration
when multiple firms or business functions in a supply chain coordinate, their activities and processes so that they are seamlessly linked to one another in an effort to satisfy the customer
Demand-Supply Integration (DSI)
a supply chain operational philosophy focused on integrating the supply-management and demand-generating functions of an organization
Business Processes
bundles of interconnected activites that stretch across firms in the supply chain
Customer Relationship Management (CRM) Process
allows companies to prioritize their marketing focus on different customer groups according to each group’s long term value to the company or supply chain
Customer Service Management Process
presents a multicompany, unified response system to the customer whenever complaints, concerns, questions, or comments are voiced
Demand Management Process
seeks to align supply and demand throughout the supply chain by anticipating customer requirements at each level and creating demand-related plans of action prior to actual customer purchases
Sales and Operations Planning (S&OP)
a method companies use to alight production with demand by merging tactical and strategic planning methods across functional areas of the business
Order Fulfillment Process
a highly integrating process, often requiring persons from multiple companies and multiple functions to come together and coordinate to create customer satisfaction a given place and time
Order Cycle Time
the time delay between the placement of a customer’s order and the customer’s receipt of that order
Manufacturing Flow Management Process
concerned with ensuring that firms in the supply chain have the needed resources to manufacture with flexibility and to move products through a multi-stage production process
Modular
a standardized form of component parts manufacturing designed so the parts are easily replaced or interchanged
Supplier Relationship Management Process
supports manufacturing flow by identifying and maintaining relationships with highly valued suppliers
Product Development and Commercialization Process
includes the group of activities that facilitates the joint development and marketing of new offerings among a group of supply chain partner firms
Returns Management Process
enables firms to manage volumes of returned product efficiently while minimizing returns-related costs and maximizing the value of the returned assets to the firms in the supply chain
Sustainable Supply Chain Management
a supply chain management philosophy that embraces the need for optimizing social and environmental costs in addition to financial costs