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Superior Customer Value, 3rd Edition by Art Weinstein

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Chapter 5Service and Quality—The Core Offering

Quality in a service or product is not what you put into it. It is what the customer gets out of it.

Peter Drucker

There are no traffic jams along the extra mile.

Roger Staubach

As we learned in Chapter 4, service and quality are the heart of the value proposition. (Price and image, the communicators, compose the other axis and are detailed in Chapter 6.) The search for excellent quality is one of the most important business trends over the past three decades, as demanding buyers have come to expect ...

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