CH 8

Ch 8 -1 Copyright © 2011 Pearson Education
Principles of Marketing,
Arab World Edition
Philip Kotler, Gary Armstrong, Anwar Habib, Ahmed
Tolba
Presentation prepared by Annelie Moukaddem Baalbaki
CHAPTER EIGHT
Products, Services, and Brands:
Building Customer Value
Lecturer: Insert your name here

Chapter Learning Outcomes
Topic Outline
8.1 What Is a Product?

8.2 Product and Services Decisions
8.3 Branding Strategy: Building Strong Brands
8.4 Services Marketing

What Is a Product?
Products, Services, and Experiences
Product is anything that can be offered in a market for attention,

acquisition, use, or consumption that might satisfy a need or want.
Service is any activity or benefit that one party can offer to another that
is essentially intangible and does no result in the ownership of anything.
Experiences represent what buying the product or service will do for

the customer.

What Is a Product?

What Is a Product?
Product and Service Classifications

What Is a Product?
Consumer products are products and services for personal

consumption.
Classified by how consumers go about buying them.
• Convenience products
• Shopping products
• Specialty products
• Unsought products

What Is a Product?
Convenience products are consumer products and services

that the customer usually buys frequently, immediately, and
with a minimum comparison and buying effort.
• Newspapers
• Candy
• Fast food

What Is a Product?
Shopping products are consumer products and services that

the customer compares carefully on suitability, quality, price,
and style.
• Furniture
• Cars
• Appliances

What Is a Product?
Specialty products are consumer products and services with

unique characteristics or brand identification for which a
significant group of buyers is willing to make a special
purchase effort.
• Medical services
• Designer clothes
• High-end electronics

What Is a Product?
Unsought products are consumer products that the

consumer does not know about or knows about but does not
normally think of buying.
• Life insurance
• Funeral services
• Blood donations

What Is a Product?
Industrial products are products purchased for further

processing or for use in conducting a business.
Classified by the purpose for which the product is purchased.
• Materials and parts
• Capital
• Supplies and services

What Is a Product?
Capital items are industrial products that aid in the buyer’s

production or operations.
Materials and parts include raw materials and manufactured

materials and parts usually sold directly to industrial users.
Supplies and services include operating supplies, repair and

maintenance items, and business services.

What Is a Product?
Organizations, Persons, Places, and Ideas
Organization marketing consists of activities undertaken to

create, maintain, or change attitudes and behavior of target
consumers toward an organization.
Person marketing consists of activities undertaken to

create, maintain, or change attitudes and behavior of target
consumers toward particular people.

What Is a Product
Organizations, Persons, Places, and Ideas
Place marketing consists of activities undertaken to create,

maintain, or change attitudes and behavior of target
consumers toward particular places.
Social marketing is the use of commercial marketing

concepts and tools in programs designed to influence
individuals’ behavior to improve their well-being and that of
society.

Product and Service Decisions

Individual Product and Service Decisions
Product attributes are the benefits of the product or service.

• Quality
• Features
• Style and design

Product quality includes level and consistency.
Quality level is the level of quality that supports the product’s

positioning.
Conformance quality is the product’s freedom from defects

and consistency in delivering a targeted level of performance.

Product features are a competitive tool for differentiating a

product from competitors’ products.
Product features are assessed based on the value to the

customer versus the cost to the company.

Style describes the appearance of the product.
Design contributes to a product’s usefulness as well as to its

looks.

Brand is the name, term, sign, or design—or a combination of

these—that identifies the maker or seller of a product or service.
Brand equity is the differential effect that the brand name has
on customer response to the product and its marketing.

Packaging involves designing and producing the container or

wrapper for a product.
Labels identify the product or brand, describe attributes, and

provide promotion.

Product support services augment actual products.

Product Line Decisions
Product line is a group of products that are closely related

because they function in a similar manner, are sold to the
same customer groups, are marketed through the same types
of outlets, or fall within given price ranges.

Product Line Decisions
Product line length is the number of items in the product

line.
• Product line filling occurs when companies add more items
within the present range of the line.
• Product line stretching
- Downward stretching
- Upward stretching
- Both directions

Product Mix Decisions
Product mix consists of all the products and items that a

particular seller offers for sale.
• Width
• Length
• Depth
• Consistency

Branding Strategy: Building Strong Brands
Brand Equity
Brand equity is the differential effect that knowing the

brand name has on customer response to the product and
its marketing.
It’s a measure of the brand’s ability to capture consumer

preference and loyalty.

Building Strong Brands

Brand Positioning
Marketers need to position their brands clearly in target

customer’s minds.
• Product attributes
• Product benefits
• Product beliefs and values

Brand Name Selection
Desirable qualities
• Suggest benefits and qualities
• Easy to pronounce, recognize, and remember
• Distinctive
• Extendable
• Translate easy into foreign languages
• Capable of registration and legal protection

Brand Sponsorship


Branding Strategy
Managing Brands
• Companies must manage their brands carefully.

• Companies must put great care into managing the touch
points that customers come to know their brand through:
– Advertising
– personal experience with the brand
– word of mouth
– company web pages

Branding Strategy
International and Regional Branding Decisions
Many local brands in the Arab world have succeeded in

dominating their markets by benefiting from their local
knowledge of consumer needs and preferences.
Many of them have even extended their operations

internationally as well as regionally.

Services Marketing
Types of Service Industries
• Government
• Private not-for-profit organizations
• Business services

Services Marketing

Services Marketing
Marketing Strategies for Service Firms
In addition to traditional marketing strategies, service firms

often require additional strategies.
• Service-profit chain
• Internal marketing
• Interactive marketing

Services Marketing
Service-profit chain links service firm profits with employee

and customer satisfaction.
• Internal service quality
• Satisfied and productive service employees
• Greater service value
• Satisfied and loyal customers
• Healthy service profits and growth

Services Marketing
Internal marketing means that the service firm must orient

and motivate its customer contact employees and supporting
service people to work as a team to provide customer
satisfaction.
Internal marketing must precede external marketing.

Services Marketing
Interactive marketing means that service quality depends

heavily on the quality of the buyer-seller interaction during the
service encounter.
• Service differentiation
• Service quality
• Service productivity

Services Marketing

Services Marketing
Managing service differentiation creates a competitive

advantage from the offer, delivery, and image of the service.
Offer can include distinctive features.
Delivery can include more able and reliable customer contact

people, environment, or process.
Image can include symbols and branding.

Services Marketing
Managing service quality provides a competitive advantage

by delivering consistently higher quality than its competitors.
Service quality always varies depending on interactions

between employees and customers.

Services Marketing
Managing service productivity refers to the cost side of

marketing strategies for service firms.
•Employee recruiting, hiring, and training strategies
•Service quantity and quality strategies

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Ch 8 -1 Copyright © 2011 Pearson Education

Lecturer: Insert your name here

Ch 8 -2 Copyright © 2011 Pearson Education

8.1 What Is a Product?

Ch 8 -3 Copyright © 2011 Pearson Education

Product is anything that can be offered in a market for attention,

Experiences represent what buying the product or service will do for

Ch 8 -4 Copyright © 2011 Pearson Education

Ch 8 -5 Copyright © 2011 Pearson Education

Ch 8 -6 Copyright © 2011 Pearson Education

Consumer products are products and services for personal

Ch 8 -7 Copyright © 2011 Pearson Education

Convenience products are consumer products and services

Ch 8 -8 Copyright © 2011 Pearson Education

Shopping products are consumer products and services that

Ch 8 -9 Copyright © 2011 Pearson Education

Specialty products are consumer products and services with

Ch 8 -10 Copyright © 2011 Pearson Education

Unsought products are consumer products that the

Ch 8 -11 Copyright © 2011 Pearson Education

Industrial products are products purchased for further

Ch 8 -12 Copyright © 2011 Pearson Education

Capital items are industrial products that aid in the buyer’s

Materials and parts include raw materials and manufactured

Supplies and services include operating supplies, repair and

Ch 8 -13 Copyright © 2011 Pearson Education

Organization marketing consists of activities undertaken to

Person marketing consists of activities undertaken to

Ch 8 -14 Copyright © 2011 Pearson Education

Place marketing consists of activities undertaken to create,

Social marketing is the use of commercial marketing

Ch 8 -15 Copyright © 2011 Pearson Education

Ch 8 -16 Copyright © 2011 Pearson Education

Product attributes are the benefits of the product or service.

Ch 8 -17 Copyright © 2011 Pearson Education

Product quality includes level and consistency.

Quality level is the level of quality that supports the product’s

Conformance quality is the product’s freedom from defects

Ch 8 -18 Copyright © 2011 Pearson Education

Product features are a competitive tool for differentiating a

Product features are assessed based on the value to the

Ch 8 -19 Copyright © 2011 Pearson Education

Style describes the appearance of the product.

Design contributes to a product’s usefulness as well as to its

Ch 8 -20 Copyright © 2011 Pearson Education

Brand is the name, term, sign, or design—or a combination of

Ch 8 -21 Copyright © 2011 Pearson Education

Packaging involves designing and producing the container or

Labels identify the product or brand, describe attributes, and

Ch 8 -22 Copyright © 2011 Pearson Education

Product support services augment actual products.

Ch 8 -23 Copyright © 2011 Pearson Education

Product line is a group of products that are closely related

Ch 8 -24 Copyright © 2011 Pearson Education

Product line length is the number of items in the product

Ch 8 -25 Copyright © 2011 Pearson Education

Product mix consists of all the products and items that a

Ch 8 -26 Copyright © 2011 Pearson Education

Brand equity is the differential effect that knowing the

It’s a measure of the brand’s ability to capture consumer

Ch 8 -27 Copyright © 2011 Pearson Education

Ch 8 -28 Copyright © 2011 Pearson Education

Marketers need to position their brands clearly in target