MBA 706 Chen Chapter 6-8 test 3
Product - answer goods and services
CRM - answer customer relationship management
Intangibility index - answer Ratio to capital spending
search qualities - answer Tangible attributes that can be judged before the purchase of
a product
experience attributes - answer can be discerned only after purchase or during
consumption or use
credence qualities - answer characteristics that may be impossible to evaluate even
after purchase and consumption
services are simultaneously - answer produced and consumed
heterogeneity - answer variability-often caused by people aspect of services
bad variability - answer measurement error, unreliability
good variability - answerenhance customer satisfaction
RIsk - answerMeasure of variability
Reliability - answerimplies consistency
fanciful trademarks - answerInvolve invented words
Ex: Xerox, Kleenex, Google, Qdoba
Arbitrary trademarks - answerinvolve common words not ordinarily associated with the
product: Amazon
Suggestive Trademarks - answerSuggest something about a product's nature, quality,
or characteristics, without describing the product directly. : Pizza Hut
TM - answertrademark
R - answerRegistered Trademark
Product - answer goods and services
CRM - answer customer relationship management
Intangibility index - answer Ratio to capital spending
search qualities - answer Tangible attributes that can be judged before the purchase of
a product
experience attributes - answer can be discerned only after purchase or during
consumption or use
credence qualities - answer characteristics that may be impossible to evaluate even
after purchase and consumption
services are simultaneously - answer produced and consumed
heterogeneity - answer variability-often caused by people aspect of services
bad variability - answer measurement error, unreliability
good variability - answerenhance customer satisfaction
RIsk - answerMeasure of variability
Reliability - answerimplies consistency
fanciful trademarks - answerInvolve invented words
Ex: Xerox, Kleenex, Google, Qdoba
Arbitrary trademarks - answerinvolve common words not ordinarily associated with the
product: Amazon
Suggestive Trademarks - answerSuggest something about a product's nature, quality,
or characteristics, without describing the product directly. : Pizza Hut
TM - answertrademark
R - answerRegistered Trademark
