“If you want to understand how the worldwide quality movement has benefited consumers, just look at automobiles. What used to be considered a luxury option is now just standard,” said one quality manager. “That is precisely the problem,” said another quality manager, “We have spoiled the consumer. Now customers will never be happy no matter what we do.” What quality features in the modern automobile are customer driven? Why?
“If you want to understand how the worldwide quality movement has benefited consumers, just look at automobiles. What used to be considered a luxury option is now just standard,” said one quality manager. “That is precisely the problem,” said another quality manager, “We have spoiled the consumer. Now customers will never be happy no matter what we do.” What quality features in the modern automobile are customer driven? Why?
Chapter13: Services Marketing
Section: Chapter Questions
Problem 5DYMP
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“If you want to understand how the worldwide quality movement has benefited consumers, just look at automobiles. What used to be considered a luxury option is now just standard,” said one
What quality features in the modern automobile are customer driven? Why?
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