Question:
(Quality characteristics; writing) Choose one product and one service with which you are well acquainted. Indicate how the product and service each meet (or do not meet) the eight overall quality characteristics. For the service, indicate how it meets (or does not meet) the three additional characteristics for service quality.
(Definition of quality; quality characteristics; writing) In a three-person team, role-play the following individuals who are visiting a local car dealership: (1) a 19-year-old college student, (2) one-half of a young married couple with two children, and (3) a retired person. Each individual is interested in purchasing a new automobile.
a. How does each customer define quality in an automobile? Explain the reasons for the differences.
b. What vehicle characteristics are important to each type of buyer? Which vehicle characteristics are unique to each buyer?