Question: 1. Why is quality a difficult term to define? How can we improve our understanding of quality?
2. Briefly discuss Garvin's eight dimensions of quality. Is Garvin's multidimensional approach a step forward in improving our understanding of quality? Why or why not?
3. Is there a difference between service quality and product quality? If so, what are the implications of these differences for a manager of a service business, such as a restaurant or a retail store?