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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Citations
Service recovery management: closing the gap between best practices and actual practices
Stefan Michel,David E. Bowen +1 more
- 01 Jan 2006
TL;DR: In this paper, the authors explore the apparent gap between best and actual practices in service recovery management, and summarize best practice principles, which they categorize as process recovery, employee recovery, and customer recovery, then illustrate how the tensions among those three discipline-based approaches inhibit a firm's ability to implement a cohesive service recovery strategy.
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Factors affecting new product post-adoption behavior in a major US automotive supply chain: an examination of antecedents to technology internalization
TL;DR: In this article, a mail survey of 413 supply chain members of a major US automotive company was conducted to test the model and find that relative cost, supply chain orientation, and task-technology fit have a direct effect on extended technology usage or internalization of the technology.
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Improvement in quality and productivity of an assembled product
TL;DR: To show the importance of improvement on savings of costs in a riskless sense, the quality loss and manufacturing cost functions are employed to allocate the components tolerances of an assembled product simultaneous with taking appropriate improvement operations.
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•Posted Content
Value Creation Through Integration of Supply Chain Management and Marketing Strategy
TL;DR: In this article, an evaluation framework for measuring performance improvement observed with integration of SCM and marketing is presented. But the evaluation framework is limited to a single application and is not suitable for other applications.
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The Interplay between Cumulative Customer Satisfaction and Brand Value: Its Effect on Cash Flow, ROI and Tobin's Q
Luis Fernando Angulo,Josep Rialp +1 more
TL;DR: In this paper, the authors investigate the interplay between cumulative customer satisfaction and brand value as well as its effect over firms' performance, and find a theoretical link between them based on resource-based view, marketing paradigm approach, market-based assets perspective and operational management.
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