Of Customer Service, Product Parameters, And Service Quality: Satisfiers and Dissatisfiers‪.‬

INTRODUCTION Quality has many definitions. Ask an engineering or manufacturing type and the answer you would most likely get is performance to specifications. In this vein, McDonalds is a quality operation. Ask a marketer and the definition you would most likely get is having "Superior Value Added" or "exceeding customer expectations". A Five Star Restaurant would then be considered high quality even though its operation would in all likelihood not approach the same consistency as seen in the average McDonalds Franchise. They are both right in their own frame of reference. The average consumer prefers more quality to less quality, wants the result to be defect free, reliability and safety but beyond that usually can not define explicitly the concept.