What is implied about what drives quality in these comments? Do customers have unrealistic expectations, or are they demanding their rights? What does this demand for quality drive innovation?
Please answer in 200 words or more. As usual, use your own words – please do not copy and paste from a web site. Be sure to reference your sources.
In addition, you should consider the following questions for reflection:
What does quality mean to you? How does good (or bad) quality affect you personally as a consumer? Have you had experiences where your expectations were exceeded, or on the contrary, not met? How did that change your opinion of the organization and its product or service?
Please answer these questions in 300 words or more. Your answer should reflect your personal experience and should be thoughtful and introspective.