In the Context of Quality-Related Characteristics of Products and Services

question 88

Multiple Choice

In the context of quality-related characteristics of products and services, which of the following is a difference between serviceability and service reliability?

• A) Serviceability is a characteristic of quality products, whereas service reliability is a characteristic of quality services.
• B) Serviceability is defined as the mean time to failure, whereas service reliability is defined as the confidence that service providers are knowledgeable, courteous, and trustworthy.
• C) Service reliability is inversely proportional to quality, whereas serviceability is directly proportional to quality.
• D) Service reliability refers to the extent to which service providers give individual attention and care to customers' concerns and problems, whereas serviceability is the ability to consistently perform a service well.

Understand the concepts and types of organizational change according to the Nadler-Tushman model.

Identify the emotional and behavioral responses of individuals to organizational change.

Recognize strategies for overcoming resistance to organizational change.

Comprehend the process and objectives of organizational development (OD).

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Definitions:

Autonomy

The capacity to make an informed, uncoerced decision independently.

Shame And Doubt

A stage in psychosocial development where young children begin to develop autonomy, facing challenges that can lead to feelings of shame and doubt about their abilities if not properly managed.

Psychosocial Stages

A theory proposed by Erik Erikson that describes eight stages through which a healthily developing human should pass from infancy to late adulthood, with each stage marked by psychological crises that shape personality.

Peer Group

A social group whose members have interests, social position, and age in common.