A recent consumer survey conducted for a car dealership indicates that, when buying a car, customers are primarily concerned with the salesperson's ability to explain the car's features, the salesperson's friendliness, and the dealer's honesty. The dealership should be ESPECIALLY concerned with which determinants of service quality?

Quality management is the process of overseeing activities and tasks to maintain a desired level of excellence. This includes determining a quality policy, creating and implementing quality planning and assurance, and quality control and improvement.  The International Organization for Standardization (ISO) is an independent, non-governmental organization that develops international standards for quality management. ISO 9000 is a set of standards that aims to encourage the production of goods and services that meet a globally-acceptable level of quality. The seven principles of quality... Show more

Quality management is the process of overseeing activities and tasks to maintain a desired level of excellence. This includes determining a quality policy, creating and implementing quality planning and assurance, and quality control and improvement. 

The International Organization for Standardization (ISO) is an independent, non-governmental organization that develops international standards for quality management. ISO 9000 is a set of standards that aims to encourage the production of goods and services that meet a globally-acceptable level of quality. The seven principles of quality management are:
Engagement of people
Customer focus
Leadership
Process approach
Improvement
Evidence-based decision making
Relationship management 

Quality management systems can be designed to be tailored to the firm's circumstances and engagements. For example, the International Standard on Quality Management (ISQM) 1 is a set of principles that focus on audit quality and risk management. ISQM 1 encourages firms to prioritize quality when performing audits and other assurance engagements. 

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