The synergic relationship between TQM and marketing in creating customer value

Managing Service Quality: An International Journal

Volumn 17, Issue 3, 2007, Pages 240-258

  Mele, Cristina ^a  

^a UNIVERSITY OF NAPLES FEDERICO II   (Italy)

Author keywords

Consumer marketing; Customer satisfaction; Total quality management; Value analysis

Indexed keywords

EID: 34249289719     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520710744281     Document Type: Article

References (91)

1. Baker, M.J. (Ed.) (1999), Encyclopaedia of Marketing, Thomson Learning, London.
2. Ballantyne, D. (2004), “Dialogue and its role in the development of relationship specific knowledge”, Journal of Business & Industrial Marketing, Vol. 19 No. 2, pp. 114-123.
3. Ballantyne, D. and Varey, R.J. (2006), “Creating value-in-use through marketing interaction: the exchange logic of relating, communicating and knowing”, Marketing Theory, Vol. 6 No. 3, pp. 335-348.
4. Band, W.A. (1991), Creating Value for Customers, John Wiley & Sons, New York, NY.
5. Bathie, D. and Sarkar, J. (2002), “Total quality marketing (TQMk) – a symbiosis”, Managerial Auditing Journal, Vol. 17 No. 5, pp. 241-4.
6. Bond, E.U. and Fink, R.L. (2003), “Customer satisfaction and the marketing-quality interface”, Journal of Business & Industrial Marketing, Vol. 18 No. 3, pp. 204-218.
7. Bower, M. and Garda, R.A. (1985), “The role of marketing in management”, The McKinsey Quarterly, Autumn, pp. 34-46.
8. Brax, S. (2005), “A manufacturer becoming service provider – challenges and a paradox”, Managing Service Quality, Vol. 15 No. 2, pp. 142-155.
9. Chapelet, B. and Tovstiga, G. (1998), “Development of a research methodology for assessing a firm's business process-related technologies”, International Journal of Technology Management, Vol. 15 Nos 1 / 2, pp. 10-30.
10. Christopher, M. (1996), “From brand values to customer value”, Journal of Marketing Practice: Applied Marketing Science, Vol. 2 No. 1, pp. 55-66.
11. Christopher, M., Payne, A. and Ballantyne, D. (1991), Relationship Marketing, Butterworth-Heinemann, Oxford.
12. Christopher, M., Payne, A. and Ballantyne, D. (2002), Relationship Marketing: Creating Stakeholder Value, Butterworth-Heinemann, Oxford.
13. Crosby, L.A. (2002), “Exploding some myths about customer relationship management”, Managing Service Quality, Vol. 12 No. 5, pp. 271-7.
14. Curry, A. and Kadasah, N. (2002), “Focusing on key elements of TQM – evaluation for sustainability”, The TQM Magazine, Vol. 14 No. 4, pp. 207-216.
15. Curry, A. and Kkolou, E. (2004), “Evaluating CRM to contribute to TQM improvement: a cross-case comparison”, The TQM Magazine, Vol. 16 No. 5, pp. 314-324.
16. Dale, B.G. (2002), “European quality challenges for the new millennium”, Measuring Business Excellence, Vol. 6 No. 4, pp. 28-32.
17. Dale, B.G. and Lascelles, D.M. (1997), “Total quality management adoption: revisiting the levels”, The TQM Magazine, Vol. 9 No. 6, pp. 418-428.
18. Day, G.S. (1994), “The capabilities of market-driven organizations”, Journal of Marketing, Vol. 58 No. 4, pp. 37-42.
19. Day, G.S. (1998), “What does it mean to be market-driven?”, Business Strategy Review, Vol. 9, Spring, pp. 1-14.
20. De Chernatony, L., Harris, F. and Dall'Olmo Riley, F. (2000), “Added value: its nature, roles and sustainability”, European Journal of Marketing, Vol. 34 Nos 1 / 2, pp. 39-56.
21. Dean, J.W. and Bowen, D. (1994), “Management theory and total quality: improving research and practice through theory development”, Academy of Management Review, Vol. 19 No. 3, July.
22. Edosomwan, J.A. (1993), Customer and Market-driven Quality Management, ASQC Quality Press, Milwaukee, WI.
23. Gale, B.T. (1994), Managing Customer Value, The Free Press, New York, NY.
24. Goffin, K. and New, C. (2001), “Customer support and new product development”, International Journal of Operation & Production Management, Vol. 21 No. 3, pp. 275-301.
25. Grant, R.M., Shani, R. and Krishnan, R. (1994), “TQM's challenge to management theory and practice”, Sloan Management Review, Vol. 35 No. 2, pp. 25-35.
26. Grönroos, C. (1997), “Value-driven relational marketing: from products to resources and competencies”, Journal of Marketing Management, Vol. 13 No. 5, pp. 407-419.
27. Grönroos, C. (2004), “The relationship marketing process: communication, interaction, dialogue, value”, Journal of Business & Industrial Marketing, Vol. 19 No. 2, pp. 99-113.
28. Grönroos, C. (2006), “Adopting a service logic for marketing”, Marketing Theory, Vol. 6 No. 3, pp. 317-333.
29. Gummesson, E. (1998), “Implementation requires a relationship marketing paradigm”, Journal of the Academy of Marketing Science, Vol. 26 No. 3, pp. 222-236.
30. Gummesson, E. (2002), Total Relationship Marketing, 2nd ed., Butterworth-Heinemann, Oxford.
31. Gupta, A., McDaniel, J.C. and Kanthi Herath, S. (2005), “Quality management in service firms: sustaining structures of total quality service”, Managing Service Quality, Vol. 15 No. 4, pp. 389-402.
32. Hackman, J.R. and Wageman, R. (1995), “Total quality management: empirical, conceptual, and practical issues”, Administrative Science Quarterly, Vol. 40 No. 2, pp. 309-342.
33. Hakansson, H. and Snehota, I. (Eds) (1995), Developing Relationship in Business Networks, Routledge, London.
34. Hauser, J.R. and Clausing, D. (1988), “The house of quality”, Harvard Business Review, Vol. 66 No. 3, pp. 63-73.
35. Hellsten, U. and Klefsjö, B. (2000), “TQM as a management system consisting of values, techniques and tools”, The TQM Magazine, Vol. 12 No. 4, pp. 238-244.
36. Huq, Z. (2005), “Managing change: a barrier to TQM implementation in service industries”, Managing Service Quality, Vol. 15 No. 5, pp. 452-469.
37. Hurley, R.F. and Laitamaki, J.M. (1993), “Total quality research: integrating markets and the organization”, California Management Review, Vol. 38 No. 1, pp. 59-78.
38. Jawaroski, B.J. and Kohli, A.K. (1993), “Market orientation: antecedents and consequences”, Journal of Marketing, Vol. 57 No. 3, pp. 53-70.
39. Johnson, W.C. and Chvala, R.J. (1996), Total Quality in Marketing, St Lucie Press, Boca Raton, FL.
40. Kandampully, J. and Menguc, B. (2000), “Managerial practices to sustain service quality: an empirical investigation of New Zealand service firms”, Marketing Intelligence & Planning, Vol. 18 No. 4, pp. 175-184.
41. Kordupleski, R.E., Rust, R.T. and Zahorik, A.J. (1993), “Why improving quality doesn't improve quality (or whatever happened to marketing?)”, California Management Review, Vol. 35 No. 3, pp. 82-95.
42. Kumar, N., Scheer, L. and Kotler, P. (2000), “From market driven to market driving”, European Management Journal, Vol. 18 No. 2, pp. 129-142.
43. La, K.V. and Kandampully, J. (2004), “Market oriented learning and customer value enhancement through service recovery management”, Managing Service Quality, Vol. 14 No. 5, pp. 390-401.
44. Lagrosen, S. and Lagrosen, Y. (2003), “Management of service quality – differences in values, practices and outcomes”, Managing Service Quality, Vol. 13 No. 5, pp. 370-381.
45. Leonard, D. and McAdam, R. (2002), “The strategic placement of TQM in the organization: a grounded study”, Managing Service Quality, Vol. 12 No. 1, pp. 43-53.
46. Lorino, P. (1995), “Le déploiment de la valeur par le processus”, Revue Français de Gestion, Vol. 104, Juilet.
47. Lovelock, C. and Gummesson, E. (2004), “Whither services marketing? In search of a new paradigm and fresh perspectives”, Journal of Service Research, Vol. 7 No. 1, pp. 20-41.
48. Lynch, J.E. (1995), “Marketing and business process re-engineering”, Journal of Marketing Practice: Applied Marketing Science, Vol. 18 No. 1, pp. 45-53.
49. Mele, C. and Colurcio, M. (2006), “The evolving path of TQM: towards business excellence and stakeholder value”, International Journal of Quality & Reliability Management, Vol. 23 No. 5, pp. 464-489.
50. Mohr-Jackson, I. (1998), “Conceptualizing total quality orientation”, European Journal of Marketing, Vol. 32 Nos 1 / 2, pp. 13-22.
51. Morgan, N.A. and Piercy, N.F. (1998), “Interactions between marketing and quality at the SBU level: influences and outcomes”, Journal of the Academy of Marketing Science, Vol. 26 No. 3, pp. 190-208.
52. Narver, J.C. and Slater, S.F. (1990), “The effect of a market orientation on business profitability”, Journal of Marketing, Vol. 54 No. 4, pp. 20-35.
53. Nijssen, E.J. and Frambach, R.T. (2001), Creating Customer Value through Strategic Marketing Planning: A Management Approach, Kluwer Academic Publishers, Dordrecht.
54. Nilsson, L., Johnson, M.D. and Gustafsson, A. (2001), “The impact of quality practices on customer satisfaction and business results: product versus service organizations”, Journal of Quality Management, Vol. 6 No. 1, pp. 5-27.
55. Normann, R. and Ramirez, R. (1993), “From value chain to value constellation: designing interactive strategy”, Harvard Business Review, Vol. 71 No. 4, pp. 65-77.
56. Oakland, J.S. (1999), “Total quality management”, in Ed. Baker, M.J. (Ed.), Encyclopaedia of Marketing, Thomson Learning, London.
57. Parasuraman, A. (1997), “Reflections on gaining competitive advantage through customer value”, Journal of the Academy of Marketing Science, Vol. 25 No. 2, pp. 154-161.
58. Payne, A. (2006), “Towards an integrated approach to co-creation”, paper presented at Workshop on New Direction in Relationship Marketing, EIASM Brussels, 7-8 November.
59. Piercy, N. (1997), Market-led Strategic Change: Transforming the Process of Going to Market, Butterworth-Heinemann, Oxford.
60. Piercy, N.F. (1998), “Marketing implementation: the implications of marketing paradigm weakness for the strategy execution process”, Journal of The Academy of Marketing Science, Vol. 26 No. 3, pp. 222-236.
61. Pine, B.J. (1993), Mass Customization: The New Frontier in Business Competition, Harvard Business School Press, Boston, MA.
62. Pirsig, R.M. (1992), Lila: An Inquiry into Morals, Corgi Books, London.
63. Powell, T.C. (1995), “Total quality management as competitive advantage: a review and empirical study”, Strategic Management Journal, Vol. 16, pp. 15-37.
64. Prahalad, C.K. and Ramaswamy, V. (2004), The Future of Competition: Co-creating Unique Value with Customers, Harvard Business School Press, Boston, MA.
65. Ravald, A. and Grönroos, C. (1996), “The value concept and relationship marketing”, European Journal of Marketing, Vol. 30 No. 2, pp. 19-30.
66. Reed, R., Lemak, D. and Mero, N.P. (2000), “Total quality management and sustainable competitive advantage”, Journal of Quality Management, Vol. 5 No. 1, pp. 5-26.
67. Schoenberger, R.J. (1990), Building a Chain of Customers: Linking Business Functions to Create the World-class Company, The Free Press, New York, NY.
68. Shapiro, B.P. (1988), “What the hell is ‘market-oriented’?”, Harvard Business Review, Vol. 66 No. 6, pp. 119-125.
69. Shiba, S., Graham, A. and Walden, D. (1993), A New American TQM, Productivity Press, Portland, OR.
70. Sigala, M. and Christou, E. (2006), “Global trends and challenges in services”, Managing Service Quality, Vol. 16 No. 4, pp. 345-8.
71. Sila, I. and Ebrahimpour, M. (2002), “An investigation of the total quality management survey based research published between 1989 and 2000: a literature review”, International Journal of Quality & Reliability Management, Vol. 19 No. 7, pp. 902-970.
72. Sitkin, S.B., Sutcliffe, K.M. and Schroeder, R.G. (1994), “Distinguishing control from learning in total quality management: a contingency perspective”, Academy of Management Review, Vol. 19 No. 3, pp. 537-564.
73. Slater, S.F. (1997), “Developing a customer value-based theory of the firm”, Journal of the Academy of Marketing Science, Vol. 25 No. 2, pp. 162-7.
74. Slater, S.F. and Narver, J.C. (1994), “Market orientation, customer value, and superior performance”, Business Horizons, Vol. 37 No. 2, pp. 22-27.
75. Sousa, R. and Voss, C.A. (2002), “Quality management re-visited: a reflective review and agenda for future research”, Journal of Operation Management, Vol. 20 No. 1, pp. 91-109.
76. Stampacchia, P., Colurcio, M. and Mele, C. (2002), “The real contribute of TQM to business management: a trigger for innovation, business excellence and value creation”, Proceedings of the 7th World Congress for TQM: Business Excellence: Make it happen, Verona, 25-27 June.
77. Ulaga, W. (2003), “Capturing value creation in business relationship: a customer perspective”, Industrial Marketing Management, Vol. 32, pp. 677-693.
78. Ulaga, W. and Eggert, A. (2006), “Relationship value and relationship quality: broadening the nomological network of business-to-business relationships”, European Journal of Marketing, Vol. 40 Nos 3 / 4, pp. 311-327.
79. van der Wiele, T. and Brown, A. (2002), “Quality management over a decade: a longitudinal study”, International Journal of Quality & Reliability Management, Vol. 19 No. 5, pp. 508-523.
80. Vargo, S.L. and Lusch, R.F. (2004a), “Evolving to a new dominant logic of marketing”, Journal of Marketing, Vol. 68 No. 1, pp. 1-17.
81. Vargo, S.L. and Lusch, R.F. (2004b), “The four service marketing myths – remnants of a goods-based, manufacturing model”, Journal of Service Research, Vol. 6 No. 4, pp. 324-335.
82. Vargo, S.L. and Lusch, R.F. (2006), “Service-dominant logic: reactions, reflections and refinements”, Marketing Theory, Vol. 6 No. 3, pp. 281-8.
83. Webster, F.E. (1988), “The rediscovery of marketing concept”, Business Horizons, Vol. 31 No. 3, pp. 29-39.
84. Webster, F.E. (1992), “The changing role of marketing in the corporation”, Journal of Marketing, Vol. 56 No. 4, pp. 1-17.
85. Webster, F.E. (1994), Market-Driven Management, John Wiley & Sons, New York, NY.
86. Woodruff, R.B. (1997), “Customer value: the next source for competitive advantage”, Journal of the Academy of Marketing Science, Vol. 25 No. 2, pp. 139-153.
87. Yasin, M.M., Alavi, J., Kunt, M. and Zimmerer, T.W. (2004), “TQM practices in service organizations: an exploratory study into the implementation, outcome and effectiveness”, Managing Service Quality, Vol. 14 No. 5, pp. 377-389.
88. Yin, R.K. (1994), Case Study Research: Design and Methods, Sage, Newbury Park, CA.
89. Zeithaml, V.A. (1988), “Consumer perceptions of price, quality and value: a means-end model and synthesis of evidence”, Journal of Marketing, Vol. 52 No. 3, pp. 2-22.
90. Zeithaml, V.A., Parasuraman, A. and Berry, L.L. (1990), Delivering Quality Service, The Free Press, New York, NY.
91. Grönroos, C. (1996), “Relationship marketing: strategic and tactical implications”, Management Decision, Vol. 34 No. 3, pp. 5-14.