3. Quality-related characteristics, standards, and awards (Perform) The term quality can refer to both products and services, with quality products being characterized by reliability, serviceability, and durability. Albert is a manager at a local toy company and is reading customer reviews of its products. Here is one of these reviews: I bought my daughter this microscope for her sixth birthday. The thing finally gave out on us after over five years. A mechanism that controlled the focus broke, and I couldn't access the piece to fix it. However, earlier I was able to fix it when the button to turn on the light would get stuck in the on position. This would come up every couple of months, and I finally just put some cardboard underneath the button casing in order to keep my daughter from pushing the button so hard. My friend bought the same one for his son, and the only problem they had was the light button as well, but again it came up only years after owning the microscope. A great starter microscope I would recommend to others. The reviewer is referring to durability when mentioning