Measuring the return of quality investments

Total Quality Management and Business Excellence

Volumn 21, Issue 1, 2010, Pages 21-42

  Coelho, Pedro S ^a,b   Vilares, Manuel J ^b,c  

^a NOVA INFORMATION MANAGEMENT SCHOOL NOVA IMS   (Portugal)

^b UNIVERSITY OF LJUBLJANA   (Slovenia)

^c BANCO DE PORTUGAL   (Portugal)

Author keywords

Customer acquisition; Customer loyalty; Customer retention; Quality investment; Return on investment; Return on quality

Indexed keywords

EID: 75749125738     PISSN: 14783363     EISSN: 14783371     Source Type: Journal    
DOI: 10.1080/14783360903492546     Document Type: Article

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