This week’s topics
Product and service quality standards
- Differences between goods and services
- Indicators of good customer service
- Examples of poor customer service
- Impact of service failure
- Product and service specification and standards
- The Difference Between Goods & Services
- How Do You Rate Customer Service Quality? It's a Bit Tough.
- Product analysis and quality standards
What you will be able to do
- 1.2 Explain the difference between product and service quality
- 1.3 Outline examples of good customer service.
- 1.4 Outline examples of poor customer service.
Activity
Start with this week’s 4 videos, then: Seminar, guided reading and a short written task: explain the difference between product and service quality
Study materials
Videos
- Product and service specification and standards · YouTube · Galton College · 31 min · for registered students
- The Difference Between Goods & Services · YouTube · Alanis Business Academy · 9 min · for registered students
- How Do You Rate Customer Service Quality? It's a Bit Tough. · YouTube · Professor Wolters · 6 min · for registered students
- Product analysis and quality standards · Oak National Academy, Key Stage 3 (lower secondary level) · for registered students
Further resources
- Principles of Marketing, ch. 9.1: Products, services and experiences · PDF · OpenStax, textbook chapter; pp. 304–308 · for registered students
- Entrepreneurship, ch. 8.6: Sales and customer service · PDF · OpenStax, textbook chapter; pp. 304–314 · for registered students
- Introduction to Business 2e, ch. 10.6: Improving production and operations (quality) · PDF · OpenStax, textbook chapter; pp. 344–346 · for registered students
Materials marked “for registered students” open in the student portal, which is set up as soon as you receive final acceptance.
