Issues most lighters have a child resistant safety latch o

Issues most lighters have a child resistant safety

  • Rutgers University
  • MARKETING 301
  • Notes
  • UltraLightningRedPanda8831
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Health/Safety/Security Issues: most lighters have a child-resistant safety latch o Cost Reduction: 80% of packaging material consists of paper, plastics, and glass. As the costs of these rise, companies struggle to find innovative ways to cut costs Chapter 12: Services Marketing The Four I’s of Services o Intangibility – services are intangible, can’t be held/touched/seen before the purchase decision (In return, Amex offers tangible products such as Rewards Points) o Inconsistency – makes developing, pricing, promoting, and delivering services challenging; more of a problem in services than with tangible goods (Phillies win 10-0 one day, then lose 10-0 the next day) o Inseparability – usually the consumer cannot (and does not) separate the deliverer of the service from the service itself (haircuts require full consumer participation; dry cleaning partial participation; banking requires no face-to-face interaction) o Inventory – problems exist with goods b/c many items are perishable and b/c there are costs associated with handling inventory; with services, carrying costs are more subjective/specific (costs are high for airlines due to high salaries and expensive equipments; costs are low for hair salons, they work on commission, little equipment) Five Dimensions of Service Quality o Reliability – ability to perform the promised service dependable/accurately (Is my flight on time?) o Tangibles – appearance of physical facilities, equipment, personnel, and communication materials (Are the gate/plane/baggage areas clean?) o Responsiveness – willingness to help customers and provide prompt service (Are the flight attendants willing to answer my questions?) o Assurance – knowledge/courtesy of employees and their ability to convey trust and confidence (Are the flight attendants/pilots knowledgeable about their jobs?) o Empathy – caring, individualized attention provided to customers (Do the employees determine if I have special seating, meal/baggage/transfer/rebooking needs?) Four P’s of Service (4 minors are People, Physical environment, Process, and Productivity) o Product (Service) – managers must design product concepts with the features and benefits desired by customers (branding is very important) o Price – hospitals use charges, lawyers/accountants use fees, airlines use fares, hotels use rates, colleges use tuition; often perceived as an indicator of product quality o Place (Distribution) – major factor in developing a service marketing strategy b/c of its inseparability of services from the producer; distribution site is a tangible component
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o Promotion – shows consumers the benefits of purchasing a service; valuable to show availability, location, consistent quality, efficient service, and a physical representation Chapters 13 and 14: Pricing Price – money or other considerations (products/services) exchanged for the ownership or use of a product/service Barter – exchanging products/services for other products/services rather than money Six Step Pricing Process o
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  • Spring '08
  • YENIYURT
  • Marketing, producer, products/brands

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