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Question1: Identify a product (or service) and describe this product with respect to the different quality perspectives (product, user, value, transcendent, and manufacturing). Also, discuss how these perspective interact with each other to define the overall customer quality perspective. Please do not use an automobile, a cell-phone, or a computer as your example.

Based on those definitions ...

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Answer #1

To illustrate the different quality perspectives, choosing an example of a resort stay (service).

  1. Product perspective: Is the resort located in a prime tourist location? Does it include recreational activities for guest? These are examples of attributes that can help us define ‘quality’ of a resort from a product perspective.
  2. User Perspective: This perspective would define the quality of the resort from the user’s perspective. Is the resort fit for stay during all seasons? Is it worthy of a holiday stay with family.
  3. Value Perspective: Is the overall experience offered by the resort match the price that it charges. Is it comparable to other resorts in the vicinity or is it better? Does it provide a standout USP which makes its price look cheap?
  4. Manufacturing Perspective: Is the quality of construction good? Does it meet fire safety specifications and legal specifications? Is the layout user friendly?
  5. Customer Perspective: Is the resort meeting or falling short of customer expectations? Or is it exceeding them by providing a great experience.
  6. Transcendent Perspective: Is the resort stay providing excellence to the account that it is helping customer indulge, detox, or rejuvenate? Is it helping customers become calmer and happier human beings?
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