Reviewing from the New Product Development chapter (Chapter 12), according to the Diffusion of Innovation, which factor is primarily responsible for the diffusion of new products? Word-of-mouth communication by consumers Sales and discounts Personal selling by sales reps Advertising on TV Which statement is true about new products (again, reviewing Chapter 12, New Products)? Most new products fail There is a 50-50 chance of success for a new product About one-third of all new products are successful Pioneers (first-movers) are always successful Question 4 1 pts There are 4 important properties of services we met, which make them very challenging to market. Which property describes tired waitstaff at the end of the day, which may reflect in the quality of service they offer? Irreparable Heterogeneous Intangible Perishable In a restaurant, the empty seats at 3 pm cannot be used at 7.30 pm. What is this property of services called? Heterogeneous Intangible Perishable Inseparable production and consumption In the Marsha Kessler's Misadventures in Maine anecdote, Marsha encountered a very unpleasant person at the front desk. In a service, the people whom you hire as your frontline employees have to be your best - because they are the face of your brand. Why? Because the service is being used up even as it's being provided. What is this property called? Intangible Heterogeneous Inseparable production and consumption Perishable Consider the 5 Service Quality Dimensions. The salesman you meet is more interested in the sale than your needs; he's talking over you; giving his opinion; and not really listening to your questions and answering them. What service quality dimension does he need to work on? Reliability Responsiveness Tangibles Personality If front desk service is inconsistent: sometimes ok, sometimes not so great, what service quality dimension is this? Reliability Empathy Assurance Responsiveness Reviewing from the New Product Development chapter (Chapter 12), according to the Diffusion of Innovation, which factor is primarily responsible for the diffusion of new products? Word-of-mouth communication by consumers Sales and discounts Personal selling by sales reps Advertising on TV Which statement is true about new products (again, reviewing Chapter 12, New Products)? Most new products fail There is a 50-50 chance of success for a new product About one-third of all new products are successful Pioneers (first-movers) are always successful Question 4 1 pts There are 4 important properties of services we met, which make them very challenging to market. Which property describes tired waitstaff at the end of the day, which may reflect in the quality of service they offer? Irreparable Heterogeneous Intangible Perishable In a restaurant, the empty seats at 3 pm cannot be used at 7.30 pm. What is this property of services called? Heterogeneous Intangible Perishable Inseparable production and consumption In the Marsha Kessler's Misadventures in Maine anecdote, Marsha encountered a very unpleasant person at the front desk. In a service, the people whom you hire as your frontline employees have to be your best - because they are the face of your brand. Why? Because the service is being used up even as it's being provided. What is this property called? Intangible Heterogeneous Inseparable production and consumption Perishable Consider the 5 Service Quality Dimensions. The salesman you meet is more interested in the sale than your needs; he's talking over you; giving his opinion; and not really listening to your questions and answering them. What service quality dimension does he need to work on? Reliability Responsiveness Tangibles Personality If front desk service is inconsistent: sometimes ok, sometimes not so great, what service quality dimension is this? Reliability Empathy Assurance Responsiveness