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This paper defines the concept of quality and the role quality plays in shaping a customer's satisfaction. The author points out that quality is an integral part of business. The paper relates the participation of management in the production of customer-driven quality.
From the Paper:"Quality is an integral part of any business and yet the term itself has many different interpretations. There is the quality of the product itself as it relates to performance and durability. There is the more difficult relationship between quality and price consumers may accept poorer quality for lower cost. There is the quality of the purchasing experience the payment experience and the after-sale experience. Quality enters the picture in the area of customer service and a company's Website and marketing materials also have issues."
Cite this Essay:
Customer-Driven Quality (2004, December 01) Retrieved April 08, 2020, from https://www.academon.com/essay/customer-driven-quality-72406/
"Customer-Driven Quality" 01 December 2004. Web. 08 April. 2020. <https://www.academon.com/essay/customer-driven-quality-72406/>