illustrates the fact that in goods marketing, the participants, physical evidence and process parts of the extended marketing mix are normally delegated to distributors. This is because normally these elements make very little difference to the quality of the delivered product in consumer goods marketing and what is important is wide distribution. Where quality, or the image of the product is affected, intermediaries may be eliminated. This is particularly likely to occur if the manufacturer produces a deep range of products. Examples of this process include, Thorntons (a UK manufacturer and retailer of quality chocolates), Benetton, and Disney stores. The case of Thorntons is instructive: the chocolate manufacturer has its own retail outlets to emphasize the exclusivity of Thorntons′ chocolates and to ensure that chocolates are of the high quality that customers expect from Thorntons. The elimination of intermediaries, or at least the shortening of the distribution channel, is also likely to occur where the product requires a high degree of service (cars, for example).