search query: @author Rust, R. / total: 10
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| Author: | Rust, R. |
| Title: | Return on quality: making service quality financially accountable |
| Journal: | Journal of Marketing
1995 : APR, VOL. 59:2, p. 58-70 |
| Index terms: | SERVICE QUALITY FINANCE |
| Language: | eng |
| Abstract: | Many companies have ben disappointed by a lack of results from their quality efforts. The financial benefits of quality, which had been assumed as a matter of faith in the "region of quality", are now being seriously questioned by cost-cutting executives, who cite the highly publicized financial failures of some companies prominent in the quality movement. In this increasingly results-oriented environment, managers must now justify their quality improvement efforts financially. |
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