Read a case study “Google Designs Quality Services with Customers in Mind” and answer the questions:

1. Think about the Internet search engine you use most often. If it is Google, what is it about Google that attracts you as a user? If it is not Google, what could Google learn from the search engine you use that that could help make it better?

2. What parallels do you see between developing a high-quality service product and a high-quality manufactured product? Make your answer as substantive as possible.

3. Is Google a company that was simply at the right place at the right time, or is many of its service innovations truly? Explain your answer.