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CMA Intermediate · Operations Management and Strategic Management · Introduction to Operations Management

Which of the following is generally TRUE of the quality assessment of a pure service such as a consultancy visit compared with a manufactured product like a scooter?

In a service, quality is largely judged during delivery, because the customer takes part in the process and forms perceptions at the point of interaction. Unlike a scooter, which can be inspected before sale, a service cannot be checked in advance, and results vary between deliveries.

  1. AQuality is judged only on the physical product after delivery, away from the customer
  2. BQuality is easily measured and fully inspected before reaching the customer
  3. CQuality is judged largely during the delivery process itself, as the customer participates and perceptions matterCorrect
  4. DQuality does not vary between one delivery and the next

Explanation

Services are produced and consumed together, so the customer experiences quality during delivery and it is shaped by interaction and perception. Pre-delivery inspection is a feature of manufacturing, not services. Services are also heterogeneous, so quality varies between deliveries.

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