Recently, a customer in a store purchased over $100 worth of household cleaning supplies. As the clerk bagged the purchases, the customer notice that the bags were flimsy and the items (laundry soap, detergent, cleanser, furniture polish, bleach, ammonia, etc.) were rather heavy. The customer requested that the items be separated into several different bags and double-bagged to avoid ripping the bags.

Question

Quizplus · Accepted Answer

The Answer is Though the store was not busy and non one else was waiting in line, instead of complying with the customer's request, the clerk hefted the bag in the air and said "it should hold up". The customer insisted, but the clerk refused to double-bag or provide more bags. As the customer left the store, several of the bags ripped. The customer ended up returning for bags and re-bagging the items without the aid of the clerk. The customer has decided not to patronize the tore in the future. How does Feigenbaum's definition of quality apply here?
A customer determination (the bags are too flimsy for heavy products)
Based on the customer's actual experience with the product or service
(the bags broke, the clerk was not helpful)
Measured against his or her requirements
Stated (asked for double-bags, repacking), unstated (did not return)
Conscious (tried to get what was needed) or merely sense (needed help from clerk)
Technically operational (the bags broke) or entirely subjective
Representing a moving target (did not return to store)

Recently, a Customer in a Store Purchased Over $100 Worth