3. Learning Objectives
• At the end of this chapter, the students should be able to:
• Define what is quality;
• Determine the different dimensions of quality;
• Identify the distinction between goods, services, and service
products; and
• Gain insights on the contributions made by the pioneers of total
quality management and service management.
10. Dimensions of Quality for Service products
7. Aesthetics – how a service product is perceived.It reflects how a
guest is as an individual.
8. Percieved Quality- Guest usually do not have a complete guide
on a service products dimensions; unknowingly, they are indirectly
measuring and this measurement is the only basis for them to
compare brands.
15. Activity 1
1. What is Quality? How does one determine quality?
2. What are goods and services?
3. How are they related to service products?
4. What are the different dimensions of quality for service
products?
-Name at least 4 dimensions
