Quality after the scale: a marketing tool (telecommunication products)

Reviews how vendors of electronic telecommunications products can modify the quality factors associated with service after the sale to increase or decrease perceived values. The author makes the following points: reliability is the key measurement of quality for high-technology products; customers are willing to pay more for reliable (i.e. better quality) products; resolving design and manufacturing deficiencies after the sale is the most costly way to address product problems; and almost all products require service, and customers will pay more for prompt and effective service, so that quality after the sale can be a marketing tool.<
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