Why is quality a difficult term to define? How can we improve our understanding of quality?

Chapter 1 Discussion Questions

1. Why is quality a difficult term to define? How can we improve our understanding of quality?

4. Define the concept of empathy provide an example of empathy as a dimension of service quality

10. What is meant by the phrase cost of quality? How can this phrase help a firm address its quality concerns?

16. Are the perspectives of quality independent of one another? If not, describe ways in which they are interrelated.

Chapter 2 Discussion Questions

5. Briefly describe the contributions W. Edward Deming made to the field of quality management. Why do you think he is the most influential quality expert?