ABSTRACT
When we say that any product or a service is of ‘good quality’, we generally mean that it consistently lives up to (or is better than) what we expect. For many people a good quality car is safe and comfortable and always starts when we want it to. A good quality hotel has clean, quiet and comfortable rooms with equipment that works well and staff who respond promptly and politely when we have a request. When thinking about buying a new product or using a new service, people often want to nd out something about its quality. They may read reviews on websites or in magazines or ask their
friends about it, or they may try using it for a short period to nd out if they like it.
