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Definition
| The knowledge and courtesy of employees and their ability to convey trust. |
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Definition
| The most basic benefit the consumer is buying. |
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| A characteristic that consumers may have difficulty assessing even after purchase because they do not have the necessary knowledge or experience. |
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Definition
| Caring, individualized attention to customers. |
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| A characteristic that can be assessed only after use |
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| A model identifying five gaps that can cause problems in service delivery and influence customer evaluations of service quality. |
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Definition
| The variability of the inputs and outputs of services, which causes services to tend to be less standardized and less uniform than goods. |
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Definition
| The inability of the production and consumption of a service to be separated. Consumers must be present during the production. |
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Definition
| The inability of services to be touched, seen, tasted, heard, or felt in the same manner that goods can be sensed. |
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Definition
| Treating employees as customers and developing systems and benefits that satisfy their needs. |
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| A strategy that uses technology to deliver customized serivces on a mass basis. |
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Definition
| An organization that exists to achieve some goal other than the usual business goals of profit |
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| Nonprofit Organization Marketing |
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Definition
| The effort by nonprofit organizations to bring about mutually satisfying exchanges with target markets. |
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Definition
| The inability of services to be stored, warehoused, or inventoried. |
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| Public Service Advertisement (PSA) |
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Definition
| An announcement that promotes a program of a federal, state, or local government or of a nonprofit organization |
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Definition
| The ability to perform a service dependably, accurately, and consistently. |
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Definition
| The ability to provide prompt serivce. |
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Definition
| A characteristic that can be easily assessed before purchase. |
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Definition
| The result of applying human or mechanical efforts to people or objects. |
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Definition
| A group of services that support or enhance the core service. |
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Definition
| The physical evidence of a serivice, including the physical facilities, tools, and equipment used to provide the service. |
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Definition
| A consumer who was happy enough with his or her trial experience with a product to use it again. |
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Definition
| The process of getting a group to think of unlimited ways to vary a product or solve a problem. |
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Definition
| The second stage of the screening process where preliminary figures for demand, cost, sales, and profitability are calculated. |
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Definition
| The decision to market a product. |
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Definition
| A test to evaluate a new-product idea, usually before any prototype has been created. |
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Definition
| The fourth stage of the product life cycle, characterized by a long-run drop in sales. |
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Definition
| The stage in the product development process in which a prototype is developed and a marketing strategy is outlined. |
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Definition
| The process by which the adoption of an innovation spreads. |
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Definition
| The second stage of the product life cycle when sales typically grow at an increasing rate, many competitors enter the market, large companies may start acquiring small pioneering firms, and profits are healthy. |
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Definition
| A product percieved as new by a potential adopter. |
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Definition
| The first stage of the product life cycle in which the full-scale launch of a new product into the marketplace occurs. |
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Definition
| The third stage of the product life cycle during which sales increase at a decreasing rate. |
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Definition
| A product new to the world, the market, the producer, the seller, or some combination of these. |
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Definition
| A plan that links the new-product development process with the objectives of the marketing department, the business unit, and the corporation. |
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Definition
| All brands that satisfy a particular type of need. |
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Definition
| A marketing strategy that entails the creation of marketable new products; the process of converting applications for new technologies into marketable products. |
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Definition
| A biological metaphor that traces the stages of a product's acceptance, from its introduction (birth) to its decline (death). |
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Definition
| 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. |
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Term
| Simulated (laboratory) market testing |
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Definition
| The presentation of advertising and other promotion materials for several products, including a test product, to members of the product's target market. (laboratory market testing) |
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Term
| Simultaneous Product Development |
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Definition
| A team-oriented approach to new-product development. |
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Definition
| The limited introduction of a product and a marketing program to determine the reactions of potential customers in a market situation. |
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