Concept explainers
a)
To determine: The typical characteristics of a television set using the dimensions of quality.
Introduction: Service quality helps to assess the degree of satisfaction that the customer received from the delivered service. It is the kind of evaluating the grade of how well the service delivered meets the expectation of the customers. It also helps to identify the problems in the service and improve the client satisfaction.
b)
To determine: The typical characteristics of a restaurant meal (product) using the dimensions of quality.
Introduction: Service quality helps to assess the degree of satisfaction that the customer received from the delivered service. It is the kind of evaluating the grade of how well the service delivered meets the expectation of the customers. It also helps to identify the problems in the service and improve the client satisfaction.
c)
To determine: The typical characteristics of a restaurant meal (service) using the dimensions of quality.
Introduction: Service quality helps to assess the degree of satisfaction that the customer received from the delivered service. It is the kind of evaluating the grade of how well the service delivered meets the expectation of the customers. It also helps to identify the problems in the service and improve the client satisfaction.
d)
To determine: The typical characteristics of painting a house using the dimensions of quality.
Introduction: Service quality helps to assess the degree of satisfaction that the customer received from the delivered service. It is the kind of evaluating the grade of how well the service delivered obeys the expectation of the customers. It also helps to identify the problems in the service and improve the client satisfaction.
e)
To determine: The typical characteristics of surgery and post-surgery care using the dimensions of quality.
Introduction: Service quality helps to assess the degree of satisfaction that the customer received from the delivered service. It is the kind of evaluating the grade of how well the service delivered obeys the expectation of the customers. It also helps to identify the problems in the service and improve the client satisfaction.
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Chapter 9 Solutions
OPERATIONS MANAGEMENT LOOSELEAF W/ CONN
- Choose and explain two classifications of quality dimensions for goods and services. Contrast the similarities and differences between the two classifications for services.arrow_forwardUse the dimensions of quality to describe typical characteristics of these products and services:b. A restaurant meal (product)arrow_forwardThe American Society for Quality (ASQ) defines quality as "the totality of features and characteristics of a product or service that bear on its ability to satisfy given needs". a) Comment on this definition - is there anything you would add or change to improve it? b) Describe two statistical tools or quantitative methods that might be employed to quantify an organization's ability to meet customer expectations, Be sure to include an explanation of how, specifically, each tool or method enables the accurate assessment of organizational output (product or service).arrow_forward
- 3. Describe the concept of the internal customer and its relevance from a quality perspective.arrow_forwardUse the dimensions of quality to describe typical characteristics of these products and services:a. A television setarrow_forwardDiscuss benefits of Quality and explain Dimension of Quality which helps us to select any product or services for any organization in your own words.arrow_forward
- Discuss the different characteristics and measurement of the “quality” of a budget fast food product and associated services. Use examples in your answer where relevant.arrow_forwardDiscuss the challenges faced in defining quality control measures for products vs. services and explain how organizations can implement strategies for each.arrow_forwardQuality is defined by the American Society for Quality Control as Select one: a.the characteristics of a product or service that affect its ability to satisfy the needs of customers. b.a series of activities designed to create excellence in a product or service. c.a special rank designated for manufactured products that have less than one defect per hundred. d.any output that meets the specific standards of a society. Quality management is applicable to Select one: a.manufacturing but not service businesses. b.service but not manufacturing businesses. c.both service and manufacturing businesses. d.neither service nor manufacturing businesses.arrow_forward
- What is quality , from a perspective of customers ?arrow_forwardHow would you define "Quality" in your own words? How does it effect your decision to purchase one product over another? Have you ever considered quality in the service industries? Please write about a personal experience with both poor quality service and an other example of excellent quality of service. 1arrow_forwardComprehend the meaning of quality based on factsarrow_forward