CHAPTER 1

Question 1

Dimensions of Product Quality

Answer 1

performance. features, reliability, conformance, durability, serviceability, aesthetics, perceived quality

Question 2

Dimensions of Service Quality

Answer 2

tangibles, reliability, responsiveness, assurance, empathy

Question 3

Performance

Answer 3

refers to the efficency with which a product achieves its intended purpose

Question 4

features

Answer 4

attributes of a product’s basic performance

Question 5

reliability

Answer 5

the propensity for a product to perform consistently

Question 6

conformance

Answer 6

traditional dimension of quality

Question 7

durability

Answer 7

is the degree to which a product tolerates stress or trauma without failing

Question 8

serviceability

Answer 8

is the ease of repair for a product

Question 9

aesthetics

Answer 9

are subjective sensory characteristics such as taste, feel, sound, look and smell.

Question 10

perceived quality

Answer 10

is based on consumer option

Question 11

tangibles

Answer 11

include the physical appearance of the service facility, the equipment, the personnel and communication materials

Question 12

service reliability

Answer 12

differs from product reliability in that it relates to the ability of the service provider to perform the promised service dependably and accurately

Question 13

responsiveness

Answer 13

the willingness of the service provider to be helpful and prompt in providing service.

Question 14

assurance

Answer 14

refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence

Question 15

empathy

Answer 15

customers desire caring individualized attention from the service firm

Question 16

Functional Perspectives

Answer 16

supply chain management, engineering, operations, strategic management, marketing, finance/accounting, human resources.