1. Select a business with which you are familiar and identify examples of customers using search, experience, and credence quality to evaluate the good or service. You might also look up the businesses on the Internet or visit the library.
2. Select a business with which you are familiar and identify examples of order qualifiers and winners. You might also look up the businesses on the Internet or visit the library.
3. Explain the interlinking model of quality and profitability (Exhibit 4.2). How does it connect to business and operations strategy? Can you provide any examples of goods and services that support and add credibility to this model?