Fundamentals of Management, 8th ed

484

Part 5: Controlling

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Exercise Task

Review your list of nine purchase experiences and then

do the following:

1.

Assess the extent to which the quality that you

associated with each was a function of price and

your expectations.

2.

Could the quality of each product or service be

improved without greatly affecting its price? If so,

how?

3.

Can high-quality customer service offset adequate

or even poor product quality? Can outstanding

product quality offset adequate or even poor cus-

tomer service?

SKILLS SELF-ASSESSMENT INSTRUMENT