Why Improving Quality Doesn’t Improve Quality (Or Whatever Happened to Marketing?)

California Management Review

Volumn 35, Issue 3, 1993, Pages 82-95

  Kordupleski, Raymond E ^a   Rust, Roland T ^a   Zahorik, Anthony J ^a  

^a NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 34248252832     PISSN: 00081256     EISSN: 21628564     Source Type: Journal    
DOI: 10.2307/41166745     Document Type: Article

References (6)

1. Shigeru Mizuno, Company-Wide Total Quality Control (Hong Kong: Nordica International, Ltd., 1992), p. 27.
2. SeeJohn R. Hauser and Don Clausing, “The House of Quality,” Harvard Business Review (May/June 1988).
3. See, for exampleRodger Gallagher, “Driving Your Business with Customer Satisfaction Measurements,” Telecom Corporation of New Zealand Ltd. publication, 1992.
4. SeeAnthony J. Zahorik and Roland T. Rust, “Modeling the Impact of Service Quality on Profitability: A Review,” in Swartz, Bowen, and Brown, eds., Advances in Services Marketing and Management (Greenwich, CT: JAI Press, 1992).
5. SeeFrederick R. Reichheld and W. Earl Sasser, Jr., “Zero Defections: Quality Comes to Services,” Harvard Business Review (September/October 1990).
6. SeeRobert D. Buzzell and Bradley T. Gale, The PIMS Principles (New York, NY: The Free Press, 1987).