Measuring quality in service industries is considered more difficult than in manufacturing industries because:
A)services cannot be analyzed as production systems.
B)a productivity measure cannot be developed for services.
C)customers are more involved in manufacturing industries.
D)the outputs are less tangible.

Question

Quizplus · Accepted Answer

Quality in service industries is considered more difficult to measure than in manufacturing industries because their outputs are less tangible. Unlike manufacturing industries, service industries deal with intangible outputs, such as experience, behavior, knowledge, and skills, which are difficult to standardize, measure, and control. Additionally, customer involvement is high in service industries, and their expectations and perceptions vary widely, making it more challenging to determine what constitutes quality in terms of service.

Measuring Quality in Service Industries Is Considered More Difficult Than