1. For a health care clinic, complaints concerning the poor condition of the rest rooms fall under which dimension of service quality?
A. Reliability
B. Assurance
C. Empathy
D. None of the above
2. Which of the following is NOT correct concerning modern views of quality management?
A. There is an increasing emphasis on continuous improvement over and above conformance quality.
B. It is the quality control department’s responsibility to deal with the challenges of quality management.
C. Quality, or the lack of quality, is largely determined by managerial action (or inaction).
D. All of the above represent modern views of quality management.