For each of the following products or services, indicate the most important customer quality attributes and the most important customer quality tradeoffs. (a) Personal computer(b) Legal representation in divorce court(c) New home purchase(d) Meals in a fast food restaurant(e) Airline travel(f) Prom dress(g) Cruise ship vacation(h) Auto repair
What will be an ideal response?
Attributes
(a) Speed, memory, storage, reliability, customer service
(b) Effectiveness, timeliness, understanding of emotional issues
(c) Location, location, location
(d) Speed, flavor of food, location, existence of drive-through windows
(e) Comfort, services, in-flight entertainment, reliability
(f) Style, cost, accessibility, material
(g) Food, entertainment, destination
(h) Knowledge, cost, speed, accessibility of garage
Quality tradeoffs
(a) Speed, memory, storage, performance, reliability, customer service, cost
(b) Cost, knowledge of specialty, accessibility
(c) Appearance, cost, distance to job, repairs needed
(d) Flavor of food, comfort, and nutritional value of food
(e) Convenience of flight, time required to get to destination, comfort
(f) Style, functionality, cost
(g) Time of year traveled (on versus off season), location of cabin, types of services and food
(h) Time, cost, convenience
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