消费者的产品和服务.pptVIP

Products and Services for Consumers Chapter 12 第一页，共十三页。 Global Perspective Disney’s experiences internationally Tokyo Disney Euro Disney Hong Kong Disney (2006) 第二页，共十三页。 Quality Quality Defined: Defined in 2 ways: 1. “Market-perceived” quality How does the market (consumer) perceive the quality of the product or service 2. “Performance” quality What is the overall “performance” of the product or service (firm’s perspective) Tends to be focused on attributes or features or meeting certain “performance” criteria 第三页，共十三页。 Quality Physical or Mandatory Requirements and Adaptation