Total quality marketing (TQMk) – a symbiosis

Managerial Auditing Journal

Volumn 17, Issue 5, 2002, Pages 241-244

  Bathie, Don ^a   Sarkar, Josh ^a  

^a UNIVERSITY OF THE WEST OF SCOTLAND   (United Kingdom)

Author keywords

Internal marketing; Management; Marketing; Relatuonship marketing; TQM; Values

Indexed keywords

EID: 84986106162     PISSN: 02686902     EISSN: None     Source Type: Journal    
DOI: 10.1108/02686900210429650     Document Type: Article

References (19)

1. Cranfield School of Management (2000), Marketing Management: A Relationship Marketing Perspective, MacMillan, London.
2. Churchill, J., Gilbert, A. and Peter, J.P. (1994), Marketing: Creating Value for Customers, Irwin. New York, NY.
3. Dean, J. and Banon, D.E. (1994), “Management theory and total quality: improving research and practice through theory development”, Academy of Management Review, Vol. 19, pp. 392-482.
4. Domingo, R.T. (1997), Quality Means Survival, Simon and Schuster, Singapore
5. Doyle, P. (2000), Value-Based Marketing, John Wiley, Chichester.
6. George, M., Freeling, A. and Court, D. (1994), “Reinventing the marketing organisation”, The McKinsey Quarterly, No. 4, pp. 43-62.
7. Hauser, J., Simester, D. and Wernerfelt (1996), “Internal customers and external suppliers”, Journal of Marketing Research, Vol. 33, pp. 268-80.
8. Hellsten, U. and Kleasjo, B. (2000), “TQM as a management system consisting of values, techniques and tools”, The TQM Magazine, Vol. 12 No. 4, pp. 238-44.
9. Jabnoun, N. (2000), “Restructuring for TQM: a review”, The TQM Magazine, Vol. 12 No. 6. pp. 395-6.
10. Lambin, J.J. (2000), Market-Driven Management, Macmillan Press, London.
11. Loomis, W.R. (1998), “Getting customer’s views onto the plant floor”, Business Process Management Journal, Vol. 4 No. 1. pp. 72-81.
12. Meldrum, M. (2000), “A market orientation”, in Marketing Management: A Relationship Marketing Perspective, Macmillan, London, pp. 3-15.
13. Mohr-Jackson, I. (1998), “Managing a total quality orientation: factors affecting customer satisfaction”, Industrial Marketing Management, Vol. 27, pp. 109-25.
14. Murray, M.A. and Lynn, M.P. (1997), “Business process re-engineering/information system development to improve customer service quality”, Business Process Management Journal, Vol. 3 No. 1, pp. 7-16.
15. Rhull, J. (1994), “Why some customers are more equal than others”, Fortune, Vol. 130 No. 6. pp. 215-24.
16. Ryals, L. (2000), “Organising for relationship marketing”, in Marketing Management: A Relationship Marketing Perspective, Macmillan, London, pp. 231-48.
17. Schonberger, R. (1990), “Customer chains: links to survival”, Industry Week, Vol. 239, pp. 28-32.
18. Shiba, S., Graham, A. and Walden, D. (1993), A New American TQM: Four Practical Revolutions in Management, Productivity Press, Portland, OR.
19. Spicer, B. (1991), “Total quality management: the mind set for competitiveness in the 1990s”, Manufacturing Systems, Vol. 9 No. 9, pp. 40-5.