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.

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Definitions:

Vicarious Punishment

A form of learning where an individual's tendency to perform a behavior is decreased after observing another individual being punished for that behavior.

Mediated

The process by which something is transmitted or carried from one entity or place to another, often through an intervening agent.

Intermittent Pairing

The occasional association or combination of two or more different elements, especially in learning processes.

Classical Conditioning

An educational technique that pairs two stimuli together repeatedly; a response that at first occurs due to the second stimulus alone eventually results from the first stimulus.