According to Kurtz, all of the following are true of his description of quality as a product strategy EXCEPT:
a) The service encounter, as the point at which the customer and service provider interact, has been proven to have little to no impact on customers' decisions to return for service or not
b) Total quality management (TQM) as the continuous effort to improve products and work processes with the goal of achieving customer satisfaction and world-class performance
c) Benchmarking as the method of measuring quality by comparing performance against industry leaders
d) ISO 9001: 2008 as the standards developed by the International Organization for Standardization in Switzerland to ensure consistent quality management and quality assurance for goods and services throughout the European Union
Answer: A