Please enable JavaScript.
Coggle requires JavaScript to display documents.
Lecture 8 (percieved quality=customer's pereception of the overall…
Lecture 8
percieved quality=customer's pereception of the overall quality of a a product/service
intangible
not as same as satisfaction
defined relative to purpose
actual quality=delivery of superior service
manufacturing quality=conformance to specifications
product based quality=ingredients, features
delivering high quality
employee initiative
commitment to quality
a quality culture
customer expectations
customer input
quality dimensions
service context
empathy
responsiveness
tangibles
realiability
competence