1. Which of the following is an example of the quality dimension of core performance?
a. The availability of an app to manage a bank account
b. An online order menu that allows customers to choose their own pizza toppings
c. An online store with options to customize athletic shoes
d. The speed of an Internet connection from a network provider
2. Which of the following is an example of appraisal costs?
a. “Secret shopper” tests of retail services
b. Product design verification
c. Responding to customer complaints
d. Process downtime