June 2021
Intermediate to advanced
608 pages
35h 33m
English
Content preview from Marketing Management, 16th Edition
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Product and Service Quality as a Driver of Customer Satisfaction
Satisfaction will also depend on product and service quality. Quality is often described as “fitness for use,” “conformance to requirements,” and “freedom from variation.” A popular definition describes quality as the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs.14 This is clearly a customer-centered definition. We can say the seller has delivered quality whenever its product or service meets or exceeds customers’ expectations.
A company that satisfies most of its customers’ needs most of the time is called a high-quality company, but we need to distinguish between performance and consistency. Performance ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
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I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.