In the perspective of quality as conformance to specifications, consumer needs and desires are not appropriate to services because the nature and quality of the service is largely determined by individual differences that characterize each employee and client.

Question

Quizplus · Accepted Answer

In the perspective of quality as conformance to specifications, consumer needs and desires are still appropriate to services. Even though individual differences affect service delivery, services can and should be designed to meet specified quality standards that align with consumer expectations.

In the Perspective of Quality as Conformance to Specifications, Consumer