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Developing and Managing Goods and Services | Chapter 11 325

5 Kenneth Hein, “BK Boxers Leads Pack of Worst 20 “October 2012 and Historical ACSI .com/2012/01/19/apple-unveils-tools-for-
Line Extensions,” Ad Week , www.adweek.com/ Benchmarks,” American Customer Satisfaction digital-textbooks/?scp=2&sq=customize&st=cse
news/advertising-branding/bk-boxers-leads-pack- Index , October 16, 2012, www.theacsi.org/ (accessed January 23, 2013).
worst-line-extensions-104927 (accessed January 23, acsi-results/acsi-benchmarks-october (accessed 34 Hoffman and Bateson, Services Marketing:
2013). February 11, 2013).
Concepts, Strategies, and Cases , 163.
6 David Goldman, “Bing Fires at Google with New 21 “Geoff Colvin, “Can I Help You?” Fortune , 35 Ann Carrns, “Allstate Offers Credit to Clients
Social Search,” CNN , May 10, 2012, http://money April 30, 2012, 63–68.
Unhappy with Claims Service,” The New York
.cnn.com/2012/05/10/technology/bing-redesign/ 22 Marco Bertini, Elie Ofek, and Dan Ariely, “The Times Bucks Blog , January 17, 2012, http://
index.htm (accessed January 17, 2013). Impact of Add-On Features on Consumer Product bucks.blogs.nytimes.com/2012/01/17/allstate-
7 Panos Mourdoukoutas, “The Entrepreneurial Evaluations,” Journal of Consumer Research 36, offers-credit-to-clients-unhappy-with-claims-
Failure of Eastman Kodak,” Forbes , October 2, no. 1 (June 2009): 17–28. service/?scp=1&sq=service%20customer%20
2011, www.forbes.com/sites/panosmourdoukoutas/ 23 Josh Lowensohn, “Samsung Slams iPhone 5 satisfaction&st=cse (accessed January 23, 2013).
2011/10/02/the-entrepreneurial-failure-of- eastman- Linegoers in New Attack Ad,” cnet , September 36 “Fact Sheet,” Southwest Airlines, www.
kodak (accessed January 23, 2013). 19, 2012, http://news.cnet.com/8301-13579_3- southwest.com/html/about-southwest/ history/
8 57516072-37/samsung-slams-iphone-5- fact-sheet.html#daily_departures (accessed
Michael Lev-Ram, “A Twitter Guy Takes on
Banks,” Fortune , February 7, 2011, 37–42. linegoers-in-new-attack-ad/ (accessed January 17, February 27, 2012).
2013).
9 “About Us,” Smart USA , www.smartusa.com 37 “Misconceptions,” Visit California, www
24 “2013 Ford Fusion,” Motor Trend , March 2012,
(accessed January 23, 2013). .visitcalifornia.com/Life-In-California/Behind-
51–52. The-Scenes/Misconceptions/ (accessed January 23,
10 “P&G Open to New Ideas, But Not to Embalming
25 Jeffrey N. Ross, “These Cars Are Headed to the 2013).
Kits,” Taipei Times , January 3, 2010, www
.taipeitimes.com/News/biz/archives/ 2010/01/ Great Crusher in the Sky,” Autoblog , August 24, 38 Gold’s Gym, “Meet the Trainers,” www
03/2003462552 (accessed January 19, 2012). 2012, www.autoblog.com/2012/08/24/these- .goldsgym.com/gyms/trainers.php?gymID=0103
cars-are-headed-to-the-great-crusher-in-the-sky/ (accessed January 23, 2013).
11 “Our Clients,” Fahrenheit 212, www.fahren- (accessed January 17, 2013).
heit-212.com/#/innovation/our-work/our-clients 39 John Berman and Lauren Effron, “The World of
26 “About Us,” Rhema Business Solutions, http://
(accessed January 23, 2013); Nadira A. Hira, AXE Is ‘Lick-able, Addictive’,” ABC News , March
homesourcingsolutions.com / (accessed January 23,
“Fahrenheit 212—The Innovator’s Paradise,” 25, 2011, http://abcnews.go.com/Entertainment/lick-
2013).
Fortune , December 16, 2009, http://money.cnn inside-axe-popular-male-grooming-products-brand/
.com/2009/12/15/news/companies/fahrenheit_212 27 The information in this section is based on story?id=13224549 (accessed January 23, 2013);
.fortune/index.htm (accessed January 23, 2013). Hoffman and Bateson, Services Marketing: “AXE Unleashes Anarchy in Canada with First-Ever
Concepts, Strategies, and Cases , 57; Valarie A. Female Fragrance,” Canadian Newswire, February
12
Christoph Fuchs and Martin Schreier, “Customer
Zeithaml, A. Parasuraman, and Leonard L. Berry, 7, 2012, www.newswire.ca/en/story/917149/axe-
Empowerment in New Product Development,”
Delivering Quality Service: Balancing Customer unleashes-anarchy-in-canada-with-first-ever-female-
Journal of Product Innovation Management 28,
Perceptions and Expectations (New York: Free fragrance (accessed January 23, 2013); Jan Hoffman,
no. 1 (January 2011): 17–31.
Press, 1990). “Masculinity in a Spray Can,” The New York Times ,
13 Stephan Faris, “Ground Zero,” Bloomberg January 29, 2010, www.nytimes.com/2010/01/31/
28 J. Paul Peter and James H. Donnelly, A Preface
Businessweek , February 13–19, 2012, 68–69. fashion/31smell.html?pagewanted=1&_r=1
to Marketing Management (Burr Ridge, IL: Irwin/
14 JoAndrea Hoegg and Joseph W. Alba, “Seeing Is (accessed January 23, 2013); “Axe,” Unilever,
McGraw-Hill, 2011).
Believing (Too Much): The Influence of Product www.unilever.ca/brands/personalcarebrands/
29 “About Pinterest,” http://pinterest.com/about/
Form on Perceptions of Functional Performance,” Axe.aspx (accessed January 23, 2013).
help/ (accessed January 23, 2013); Lorna Smith,
Journal of Product Innovation Management 28,
“How Pinterest Can Increase Your Website
no. 3 (May 2011): 346–359.
Traffic,” Bloggertone, January 8, 2012, http:// Feature Notes
15 “Altria Plans to Test-Market Smokeless ‘Tobacco bloggertone.com/marketing/2012/01/08/ how-
Sticks’,” Wall Street Journal , February 23, 2011, pinterest-can-increase-your-website-traffic/ a Terri Bennett, “The Good, Bad & Ugly about
http://online.wsj.com/article/SB10001424052748 (accessed January 23, 2013). CFLs,” The Chicago Tribune , April 26, 2010,
703842004576162920066342358.html (accessed www.chicagotribune.com/health/sc-home-
30 Michael D. Hartline and O. C. Ferrell,
January 23, 2013). 0426-clfs-20100426,0,2225600.story (accessed
“Service Quality Implementation: The Effects
16 November 17, 2011); Elisabeth Rosenthal and
“Columbus, Ohio: ‘Test Market USA’,” NPR , of Organizational Socialization and Managerial
Felicity Barringer, “Green Promise Seen in Switch
October 14, 2009, www.npr.org/templates/story/story Actions of Customer Contact Employee Behavior,”
to LED Lighting,” The New York Times , May 29,
.php?storyId=113795356 (accessed February 11, Marketing Science Institute Report , no. 93–122
2009, www.nytimes.com/2009/05/30/science/
2013). (Cambridge, MA: Marketing Science Institute,
earth/30degrees.html?ref=lightemitting_diodes
17 Sky Zone website, http://skyzonesports.com/ 1993).
(accessed November 17, 2011); Wendy Koch,
(accessed January 17, 2013); Jason Daley, “The 31 Jake Widman, “Empowered Employees Create “American Hazy on U.S. Phaseout of Incandescent
Big Bounce,” Entrepreneur , April 2010, 108. Happy Customers,” AllBusiness.com, September Lights,” USA Today , December 21, 2010, http://
18 Jack Neff, “Swiffer By Another Name,” 23, 2011, www.allbusiness.com/create-happy- content.usatoday.com/communities/greenhouse/
Advertising Age , April 11, 2005, 11. customers/16684809-1.html (accessed January 23, post/2010/12/americans-hazy-us-energy-efficiency-
2013). rules/1 (accessed November 17, 2011); Dan Koeppel ,
19 Roger J. Calantone and C. Anthony Di
32 Hoffman and Bateson, Services Marketing: “The Future of Lights Is the LED,” Wired , August 19,
Benedetto, “The Role of Lean Launch Execution
and Launch Timing on New Product Performance,” Concepts, Strategies, and Cases , 69–70. 2011, www.wired.com/magazine/2011/08/ff_
lightbulbs/ (accessed November 17, 2011).
Journal of the Academy of Marketing 33 Brian X. Chen and Nick Wingfield, “Apple
Science , June 2011, http://link.springer.com/ Introduces Tools to (Someday) Supplant Print b Bruce Einhorn, “Unhyped Ultrabooks
article/10.1007%2Fs11747-011-0258-1?LI=true Textbooks,” The New York Times Bits Blog , Underperform,” Bloomberg Businessweek ,
(accessed January 23, 2013). January 19, 2012, http://bits.blogs.nytimes August 27, 2012, A1; Dan Grabham, “Best
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