Tangible Notes: Definitions & Explanations PDF | Download eBooks
Study Tangible lecture notes PDF with total quality management definitions and explanation to study What is Tangible?. Study tangible explanation with TQM terms to review total quality management course for online MBA programs.
Tangible Definition:
A dimension of service quality that refers to the physical appearance of the service facility, the equipment, the personnel, and the communications material is termed as tangible.
Managing Quality: Integrating the Supply Chain by S. Thomas Foster
Tangible Notes:
The word tangible means "something that can be touched". In terms of quality, tangibles is a service quality dimension. It involves everything physical related to the service which can include facility, service provider/personnel, material of communication etc. When getting a service, a customer also notices the tangible factors. Even though the service provided is good or the provider is responsive, still a customer can argue that the service is not of good quality due to the tangibles. For example, in a coffee shop, if the coffee machine is not clean, the coffee shop is dirt or the service provider is not dressed neatly, the customer will not be satisfied only on the base of coffee taste.
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