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BASIC DEFINITION OF QUALITY IN SERVICES:

Excellent quality = you would highly recommend this service

Good quality = you would recommend this service

Poor quality = you would not recommend using this service

Very poor quality = you would recommend against using this service

SERVICE SITUATIONS:

Auto brake job	American Express Card	One-day training seminar
Executive search firm	Catered wedding	City police department
Financial planning	Computer repair	Rock concert
Used car sales	Theme park	Travel agent
Landscaping	U.S. Postal Service	Interior decorating
Federal Express	State auto license bureau	Car wash
Temporary office help agency	Movie theater	Airline
Public utility (elec. or gas)	Nursing care	Defense attorney
Trash pickup-city or private	Dome stadium	Dry cleaner
U.S. Army combat unit	Pre-school	Accounting firm
Pet grooming	Gambling casino	Bank checking account
Hospital emergency room	Barber/beauty shop	Mexican restaurant
Purchasing dept. in mfg. firm	Security service	Newspaper
Information systems department	Photo developing	Student copy service

SPECIFIC SERVICE CHOSEN

EXPLAIN ALL OF YOUR ANSWERS -- "YES" OR "NO" IS NOT ACCEPTABLE.

1. Is there a physical product involved? Which is dominant, the product or the service?

2. How unique or how standardized is the product and/or service from the same company from one time to the next?

3. Give three specific examples of characteristics of the product and/or service that would determine how well the quality of the service is rated.

4. Is the customer involved in the production and delivery of the service? How?

5. What is an example of (a) a critical defect, (b) a major defect, and (c) a minor defect?

6. Give two or more examples of the cost(s) of a defect for the company?

7. After the service is delivered, is corrective action possible? Is restitution possible?

8. Is service quality most affected by the contact employee, by technology, or by management? Explain your choice.

9. Is service quality the same as customer satisfaction?