Quality, Customer Satisfaction, Loyalty

Question 1

introduction to quality, satisfaction, loyalty

Answer 1

need to address because each is nuanced in consequential ways for management
evolution in topics
quality focus > satisfaction focus > loyalty focus

Question 2

dimensions of quality

Answer 2

reliability/durability
performance
features
aesthetics
*importance of each varies across products and consumers*

Question 3

implications of quality for strategy

Answer 3

know how consumers define quality
numerous ways to compete on quality, tradeoffs
dimensions shift over time