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Principles of Marketing

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Submitted By JinfengLee
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Chapter 8
Products, Services, and Brands:
Building Customer Value

What is a Product?
• A product is anything that can be offered to a market for attention, acquisition, use, or consumption and that might satisfy a want or need  Physical Goods
 Services (activities, benefits, etc. that are intangible -- do not result in ownership of a physical good)
 Events
 Persons
 Places





Organizations
Ideas
Experiences
Combinations of the above

Products, Services, and Experiences






Pure tangible good
Tangible good with accompanying services
Hybrid offer
Service with accompanying minor goods
Pure service

Levels of Product and Services
1. Core customer value
• What the consumer is really buying (addresses underlying need or problem )
2. Actual Product
• The physical product or service
3. Augmented Product
• Additional (unexpected) services & benefits to provide the most satisfying customer experience

Consumer Product/Services
Classification
Convenience Products
• Buy frequently & immediately with minimum purchase effort
• Intensive/widespread distribution
• Mass promotion by producer

Shopping Products
• Buy less frequently, planned, carefully compare alternatives
• Selective distribution
• Promotion by producer & retailers Specialty Products
• Special purchase effort, but little comparison of brands
• Unique characteristics or brand identification • Exclusive distribution
• Carefully targeted promotions by producer & retailer
• E.g., Lamborghini, Rolex, Prada

Unsought Products
• Innovations (little awareness) & products consumers don’t want to think about (no initial desire)
• Require much promotion (usually personal selling)
• E.g., life insurance, blood donation Individual Product and Service
Decisions
1. Product attributes
2. Branding
3. Packaging
4. Labeling
5. Product support services

1. Product and Services Attributes
Product quality

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