“If you want to understand how the worldwide quality movement has benefited consumers, just look at automobiles. What used to be considered a luxury option is now just standard,” said one quality manager. “That is precisely the problem,” said another quality manager, “We have spoiled the consumer. Now customers will never be happy no matter what we do.” What features in the modern automobile are customer driven?

“If you want to understand how the worldwide quality movement has benefited consumers, just look at automobiles. What used to be considered a luxury option is now just standard,” said one quality manager. “That is precisely the problem,” said another quality manager, “We have spoiled the consumer. Now customers will never be happy no matter what we do.” What features in the modern automobile are customer driven?

Marketing

20th Edition

ISBN:9780357033791

Author:Pride, William M

Publisher:Pride, William M

Chapter13: Services Marketing

Section: Chapter Questions

Problem 5DYMP

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