MGT 3501 Lecture 9: MGT 3501 - Lecture 9.1
Document Summary
Everything we buy and every service we buy, we expect a certain level quality. The penalty for poor quality is much greater than the benefit of good quality. When a company produces a product or service of good quality, customers don"t really pay attention because they expect the product or service to do what it suppose to do. When a company produces a product of defect or service failure, that penalty is very high in the mind of a customer, and that penalty can have more greater effects. Hard to pin down a definition, but you know it when you see it. You might think because lexus is more expensive, (framining), of course. But hyundai has warranties on its car that"s twice as long as on lexus (hyundai might have better quality in terms of reliability) Quality has different meanings and different definitions for each product and service. The features, the function, the fit of the product.
