List and briefly explain:
a. The dimensions of service quality
b. The determinants of quality
2. Define the terms quality of design and quality of conformance.
3. What are some possible consequences of poor quality?
4. Use the dimensions of quality to describe typical characteristics of these products and services:
a. A television set
b. A restaurant meal (product)
c. A restaurant meal (service)
d. Painting a house
e. Surgery and postsurgery care