One way to think about quality is the degree to which performance of a product or service meets or exceeds customer expectations. Customer expectations can be broken down into a number of dimensions that customers use to judge the quality of a product or service. The dimensions used for products are somewhat different from those used for services. (a) State the dimensions of quality and give a brief description of each for:(i) A product(ii) A service (b) Give one example of each of the product quality dimensions for a car.

One way to think about quality is the degree to which performance of a product or service meets or exceeds customer expectations. Customer expectations can be broken down into a number of dimensions that customers use to judge the quality of a product or service. The dimensions used for products are somewhat different from those used for services. (a) State the dimensions of quality and give a brief description of each for:(i) A product(ii) A service (b) Give one example of each of the product quality dimensions for a car.

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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