Ch_14_consumers_quality_safety

Ch_14_consumers_quality_safety - 0 Consumer Stakeholders...

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Consumer Stakeholders Part Two: Product and Service Issues Adapted by Dr. Mayer Cleveland State University Chapter 14 0
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The Issue of Quality Driven by an increase in family income and intense global competition The Issue of Safety Driven by the public’s increasing concern with safety and risk-free products—and business’s responsibility to address this concern Two More Central Consumer Issues: Quality and Safety 0
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Chapter 14 Preview I. Product Quality II. Product Safety Product liability Consumer Product Safety Commission Food and Drug Administration III. Business’s Response to Consumer Stakeholders
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I. Critical Dimensions of Product Quality Perceived Quality Aesthetics Serviceability Features Reliability Conformance Performance Durability Dimensions of Quality 0
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II. The Issue of Safety 1900s Caveat Vendor “Let the seller take care” 1800s Caveat Emptor “Let the buyer beware” Historical Perspective Historical Perspective 0
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1. Build safety into product design 2. Do product safety testing for all foreseeable hazards 3. Keep informed about and implement latest developments in product safety 4. Educate consumers about product safety 5. Track and address products’ safety performance 6. Fully investigate product safety incidents 7. Report product safety defects promptly 8. If a defect occurs, promptly offer a comprehensive recall plan 9. Work with the CPSC to make sure your recall is effective 10. Learn from mistakes—yours and others’ Top 10 List of Safety Principles Figure 14-1 0
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1. Sports and recreational activities and equipment
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This note was uploaded on 04/28/2011 for the course MKT 351 taught by Professor Mayer during the Spring '11 term at Cleveland State.

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Ch_14_consumers_quality_safety - 0 Consumer Stakeholders...

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