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What are the major characteristics of an airline that would

Can someone help me answering these questions?

1. What are the major characteristics of an airline that would describe its quality?

2. What is the difference between prevention cost and appraisal cost?

3. What are the advantages of using a Fishbone diagram?

4. Explain what is meant by "benchmarking" and how would that be useful in quality enhancement?

5. What are major difficulties in assessing quality of a "service" when compared that with a "product"?

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