Question

The Jones Company has a very limited return policy for its products, and a customer can only return an item with a store receipt. The Jones Company has established this return policy without any customer satisfaction research. While the Jones Company thinks its policy is fair, many customers do not. A service-providing firm like the Jones Company that does little or no customer satisfaction research is most likely to experience a gap between _______.

Answer 1

Answer:

the customers' wants and what management thinks customers want.

Explanation:

A warranty can be defined as a written promise or guarantee made by a manufacturer, lessor or seller about the identity or quality of goods and services or a property to a purchaser, promising him or her to repair or replace it if necessary within a specified time frame.

An express warranty is typically considered to be an affirmative promise about the quality or characteristics of an item that is being sold to a buyer and as such it is binding and enforceable by law.

It recognized by the Uniform Commercial Code ("UCC") as explicit, stated promises by a manufacturer.

In this scenario, The Jones Company has a very limited return policy for its products, and a customer can only return an item with a store receipt. The Jones Company has established this return policy without any customer satisfaction research. While the Jones Company thinks its policy is fair, many customers do not. A service-providing firm like the Jones Company that does little or no customer satisfaction research is most likely to experience a gap between the customers' wants and what management thinks customers want.

A quality function deployment can be defined as a measure of customer wants or requirements and developing them into processes (how) that each functional area of the manufacturing firm can understand and work with.