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【正文】 ? Marketing researchers explore external customers’ needs and problems. ? Marketing researchers explore internal customers’ needs, beliefs, and motivations. Copyright 169。20b Harcout, evdBenchmarking Stage ? Research establishes quantitative measures as benchmarks or points of parison ? Overall satisfaction and quality ratings of specific attributes ? Employees actual performance and perceptions Copyright 169。20b Harcout, evdInitial Quality Improvement Stage ? Tracking wave 1 measures trends ? Establishes a quality improvement process within the anization. ? Translate quality issues into the internal vocabulary of the anization. ? Establish performance standards and expectations for improvement. Copyright 169。20b Harcout, evdContinuous Quality Improvement ? Consists of many consecutive waves with the same purpose—to improve over the previous period. ? Quality improvement management continues. Copyright 169。20b Harcout, evdDeterminants of the Quality of Goods ? Performance ? Features ? Conformance with specifications ? Reliability ? Durability ? Serviceability ? Aesthetic design Copyright 169。20b Harcout, evdDeterminants of Service Quality ? Access ? Communication ? Competence ? Courtesy ? Reliability ? Credibility 謝 謝 :25:4209:2509::25 09:2509:25::25:42 2023年 1月 29日星期日 9時 25分 42秒 演講完畢，謝謝觀看！
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