MGMT 3300 Chapter 6 Final Exam Questions Fully Solved.

Product Quality Dimensions - Answer proposed by David Garvin of of Harvard Business School; conformance, performance, product reliability, features, durability, serviceability, perceived quality, and aesthetics conformance - Answer the most traditional definition of product quality. If a particular dimension of a product is w/in the allowable range of tolerance of the specification, it conforms. This dimension is easily quantified for products, but is often difficult to confirm to numeric specifications. performance - Answer the efficiency w/ which a product achieves its intended purpose product reliability - Answer the propensity for a product to perform consistently over its useful design life features - Answer attributes of a product that supplement the product's basic function durability - Answer the degree to which a product tolerates stress w/o failing serviceability - Answer the ease of repair for a product perceived quality - Answer based on customer opinion aesthetics - Answer subjective sensory characteristics (e.g., taste, feel, sound, etc). The physical appearance of product has a profound effect upon the way in which they are received service quality dimension - Answer proposed by Parasuraman et al. of Texas A&M; tangibles, service reliability, responsiveness, assurance, empathy tangibles - Answer the physical appearance of the service facility, equipment, personnel, and communication materials. service reliability - Answer the ability of the service provider to perform the promised service dependently and accurately