1. Is there a physical product involved? Which is dominant, the product or the service?

2. How unique or how standardized is the product and/or service from the same company from one time to the next?

3. Give three specific examples of characteristics of the product and/or service that would determine how well the quality of the service is rated.

4. Is the customer involved in the production and delivery of the service? How?

5. What is an example of 

(a) A critical defect, 

(b) A major defect, 

(c) A minor defect?

6. Give two or more examples of the cost(s) of a defect for the company?

7. After the service is delivered, is corrective action possible? Is restitution possible?

8. Is service quality most affected by the contact employee, by technology, or by management? Explain your choice.

9. Is service quality the same as customer satisfaction?