Journal Article10.1509/JMKG.66.4.7.18515
Getting Return on Quality: Revenue Expansion, Cost Reduction, or Both?
TL;DR: In this article, the authors examine firm performance using managers' reports of firm performance and longitudinal performance data and conclude that revenue expansion, cost reduction, or both simultaneously may not work.
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Abstract: Financial benefits from quality may be derived from revenue expansion, cost reduction, or both simultaneously. The literature on both market orientation and customer satisfaction provides considerable support for the effectiveness of the revenue expansion perspective, whereas the literature on both quality and operations provides equally impressive support for the effectiveness of the cost reduction perspective. There is, however, little evidence for the effectiveness of attempting both revenue expansion and cost reduction simultaneously, and some of what little empirical and theoretical literature is available suggests that emphasizing both simultaneously may not work. In a study of managers in firms seeking to obtain a financial return from quality improvements, the authors address the issue of which quality profitability emphasis (revenue expansion, cost reduction, or both) is most effective. The authors examine firm performance using managers’ reports of firm performance and longitudinal seco...
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Customer convergence: patients, physicians, and employees share in the experience and evaluation of healthcare quality.
TL;DR: The results demonstrate that promoting patient—centeredness, enhancing medical staff relations, and improving the satisfaction and loyalty of employees are not necessarily three separate activities in competition for hospital resources and marketing leadership attention.
Managing the Future: CEO Attention and Innovation Outcomes:
TL;DR: In this paper, the authors use an attentional perspective to argue that chief executive officers (CEOs) have a positive, direct, and long-term impact on how firms detect, develop, and deploy new technologies over time.
The Impact of Knowledge-Intensive Service Provision on SME Performance: A Study in Software Industry
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- 01 Jan 2011
TL;DR: Valtakoski et al. as mentioned in this paper studied the impact of knowledge-intensive service provision and service capability on the performance of small and medium sized product firms in the context of software industry.
Information Technology, Production Process Outsourcing, and Manufacturing Plant Performance
TL;DR: The analysis suggests that plants with greater IT investments are more likely to outsource their production processes, and that IT investments and production outsourcing are associated with lower plant cost of goods sold and higher product quality improvement.
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