search query: @author Lengnick-Hall, C. A. / total: 3
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| Author: | Lengnick-Hall, C. A. |
| Title: | Customer contributions to quality. A different view of the customer oriented firm (Qualitätssteuerung) |
| Journal: | Academy of Management Review
1996 : JUL, VOL. 21:3, p. 791-824 |
| Index terms: | |
| Freeterms: | KUNDE, UNTERNEHMENSSTRATEGIE, MARKETINGSTRATEGIE, KUNDENDIENST, QUALITÄTSPOLITIK |
| Language: | eng |
| Abstract: | Managing for quality and competitive advantage means a firm must become customer oriented. Unfortunately, many quality managemnt programs take a rather limited view of customer involvement in the process. This article examines roles that customers play in both manufacturing and service organizations. Then, insights from organization theory, services marketing, strategic management , and total quality concepts are integrated to develop both a conceptual model and 10 propositions based on a more complex view of customer contributions to competitive quality. |
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