The document discusses various topics related to managing products and services over their lifecycles, including: 1) Common reasons products may resist change or fail include cultural/image barriers, psychological barriers, risk barriers, lack of incentive to change, incompatibility with habits, and lack of usage barriers. 2) When managing a product's lifecycle, companies can modify the product, modify the market, or reposition the product. Products may be repositioned in reaction to competitors, catching trends, or reaching new markets. 3) Services have characteristics of inseparability, variability, intangibility, and perishability that products do not. Their quality can be inconsistent due to variable human delivery and they cannot be

1. Managing products & services

2. Product Life cycle

3. Managing the product life cycle

4. Common reasons for resisting a product Cultural differences or image . Psychological barrier Physical, economic, or social Risk barrier Product provides no incentive to change Value barrier Product is incompatible with existing habits Usage barrier

12. Assessing service quality Gap Service that customers receive & Service they want Service What the company provides & What the customer is told it provides Communication Service quality specifications & Service that is actually provide Delivery What management thinks customers want & Quality specifications that management develops to provide the service Standard What management thinks customers want & What customers want Knowledge

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