Quality management principles often do not apply to services because the customer has lower quality expectations.

Question

Quizplus · Accepted Answer

This statement is false. Quality management principles (such as meeting customer needs, continuous improvement, and process efficiency) apply to all industries, including service industries. While it is true that customer expectations may differ between product and service industries, it does not mean that quality management principles do not apply. In fact, meeting and exceeding customer expectations is a key goal of quality management regardless of the industry.

Quality Management Principles Often Do Not Apply to Services Because