marketing

internal marketing

service firm must orient and motivate its customer contact employees and supporting service people to work as a team to provide customer satisfaction

service-profit chain

links service firm profits with employee and customer satisfaction

interactive marketing

service quality depends heavily on the quality of the buyer-seller interation during the service encounter

managing service differentiation

creates a competitive advantage from the offer, delivery, and image of the service

managing service quality

provides a competitive advantage by delievering consistently higher quality than its competitors

industrial products

products purchased for further processing or use in conducting a business

unsought products

consumer products that the consumer does not know about or knows about but does not normally think of buying

capital items

industrial products that aid in the buyers production or operations

material and parts

include raw materials and manufactured and parts usually sold directly to industrial users

supplies and services

include operating supplies, repair and maintenance items, and business services

organization marketing

consists of activities undertaken to create, maintain, or change attitudes and behavior of target consumers toward an organization

place marketing

activities undertaken to create, maintain, or change attitudes and behavior of target consumers toward particular places

social marketing

use of commerical marketing concepts and tools in programs, designed to influence individuals behavior to improve their well-being and that of society

product attributes

benefits of the product

quality level

level of quality that supports the product's positioning

conformance quality

product's freedom from defects and consistency in delievering a targeted level of performance

style

describes the apparence of the product

design

contributes to a product's usefulness as well as to its looks

packaging

involves designing and producing the container or wrapper for a product

labels

identify the product or brand, describe attributes, and provide promotion

product line

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 of outlets, or fall within given price ranges