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(Question 13)

When Deming encouraged management to "drive out fear", he was encouraging management to

• Ensure that employees were not afraid to come to work
• Speak with customers about company problems
• Ensure that employees were not afraid to share their problems and ideas
• All these choices are correct.
• Ensure employees were not afraid to make mistakes

(Question 14 )

Perceptions of service quality by customers are

• Driven primarily by price.
• Based soley upon the quality of the customer outcome.
• All these choices are correct.
• Based upon a confirmation/disconfirmation paradigm.
• Based upon an objective evalu

need more explanation.