Is there a difference between service quality and product qu

Is there a difference between service quality and product quality? if so, what are the implications of theses diffrences for a manager of a service business, such as a restuarant or a retail store.

what is meant by the phrase cost of quality? how can this phase help a firm address its quality concerns?

Describe the three spheres of quality. How does theses speres provide another way to place the field of quality in perspective.

Solution

Product quality refers to the quality of product and how good it is. It determines how delivered product meets the customer expectation. It includes features, performance, defects etc.

Service quality is evaluation of how a delivered service matches the customer expectation. It was involve a comparison of expectation with performance. Service quality is often assessed using qualitative measures.

Manager should understand service quality and take into consideration the most important implication that are derived from service quality features like perceptions, expectations and service quality gap. In respect of increasing customer expectations following things should be consider-

Performance-

Apart from this manager of a restaurant should also improve quality of product like quality of food.

Cost of quality is all about