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How important would courtesy and knowledge be of the person

Why was Deming's theory on quality embraced by the Japanese auto industry and rejected by the American auto industry? What impact did the rejection of Deming's quality theory by the American auto industry have on the rise of the Japanese auto industry?

How does one evaluate the characteristics of a quality intangible product? How important would courtesy and knowledge be of the person representing the provider in resolving an issue with a quality intangible service?

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