Question

When Sandy went to purchase a birthday card for her boyfriend, she went to three stores and
spent four hours reading over 500 cards before selecting the perfect one. This card
(which cost $1.25) is properly designated a ________ product for Sandy.

		core
		impulse.
		convenience.
		low-involvement.
		specialty.

Benson's dry-cleaning establishment has been receiving complaints about the speed of its
service to customers. Ms. Benson tells all front-of-store workers that they must speed up
their work to improve the situation. The complaints do not stop. This is an example of
unsuccessful service delivery due to __________.

		the gap between consumer expectation and management perception
		the gap between management perception and service-quality specification
		the gap between service delivery and external communications
		the gap between expected service and perceived service

Given our class discussion, we know that product innovations could be classified into four
categories based on two dimensions, i.e. Newness of Technology and Customer-Need
Fulfillment. Based on this framework, Internet should be considered as a(n)
_____ when it was first introduced in the market.

		Incremental innovation
		Market breakthrough
		Technological breakthrough
		Radical Innovation

When a new product innovation is relatively difficult to understand or use, the
characteristic of __________ slows the adoption rate of the new product.

		relative advantage
		divisibility
		communicability
		complexity
		compatibility

Answer 1

The correct answers are:

When Sandy went to purchase a birthday card for her boyfriend, she went to three stores and
spent four hours reading over 500 cards before selecting the perfect one. This card
(which cost $1.25) is properly designated a ________ product for Sandy.

D- low-involvement.
Benson's dry-cleaning establishment has been receiving complaints about the speed of its

service to customers. Ms. Benson tells all front-of-store workers that they must speed up
their work to improve the situation. The complaints do not stop. This is an example of
unsuccessful service delivery due to __________.

A- the gap between consumer expectation and management perception

Given our class discussion, we know that product innovations could be classified into four
categories based on two dimensions, i.e. Newness of Technology and Customer-Need
Fulfillment. Based on this framework, Internet should be considered as a(n)
_____ when it was first introduced in the market.

C- Technological breakthrough

When a new product innovation is relatively difficult to understand or use, the
characteristic of __________ slows the adoption rate of the new product.

D- complexity