| Author: | Mohr-Jackson, I. |
| Title: | Managing a total quality orientation: factors affecting customer satisfaction |
| Journal: | Industrial Marketing Management
1998 : MAR, VOL. 41:4, p. 109-126 |
| Index terms: | CUSTOMERS TOTAL QUALITY MANAGEMENT MARKETING |
| Language: | eng |
| Abstract: | The academic marketing literature reflects remarkably little effort to understand a total quality orientation. The author synthesizes extant knowledge on the subject and provides a foundation for future research by developing research propositions and constructing an integrative framework that comprises antecedents and monitoring systems of a total quality orientation. The author draws on academic and practitioner writings from multiple disciplines and 50 in-depth interviews with corporate executives from a broad spectrum of manufacturing and service organisations. |
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