ABSTRACT

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Quality has been de ned in a number of ways, but implicit in each de nition is the fact that it is the consumer who nally decides if the quality is acceptable or not. Muñoz et al. (1992) emphasize the importance of de ning quality in terms of consumer perceptions. Generic de nitions of quality imply the satisfaction of needs; thus it should be made clear that it is the person whose needs are being satis ed who determines quality, that is, the consumer.