1. Export Marketing Veikko Laine ”Product” = ? - What the producer produces and markets - What the customer buys - Tangible & Intangible - Concrete & Abstract - Material & Immaterial - Goods & Services - Technical quality & Commercial quality A ”product” has the following characteristics : A ”product” is the combination of these two. …do these two match…? - Visible – Invisible

2. Export Marketing Veikko Laine Compare : ”Product” = ? Cont. A car, an automobile ? A car is much more than, …four wheels & motor… It represents : VW : …”a huge emotional value, which makes adrenaline flow”… GM : “Looking, - superior visual sensations. Driving, - even stronger experiences”… Jaguar : …”gives a -STRONG- statement”… …car, - is a message… …and so are all products… “Products” are simultaneously concrete & abstract, …Abstract & Concrete …of the “owner”… …to / from the “owner”…

3. Export Marketing Veikko Laine SERVICES = ”Product” (=>Visible+Invisible) Services => …to make it easy for the Customer… …services are everywhere… …we are surrounded by them… - without noticing them,...they are taken for granted? Services = “Product” =>Visible+Invisible. (What parts of the services are Invisible in these pics?) Quality in Customer Services