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Article
Publication date: 1 February 1998

Iris Mohr‐Jackson

The academic marketing literature reflects remarkably little effort to conceptualize total quality orientation, which is key to understanding customer satisfaction. The…

Abstract

The academic marketing literature reflects remarkably little effort to conceptualize total quality orientation, which is key to understanding customer satisfaction. The author synthesizes extant knowledge on the subject and provides a foundation for future research by delineating the domain of the total quality orientation construct and providing an operational definition. The author draws on academic and practitioner writings from multiple disciplines, and 50 in‐depth interviews with corporate executives in a broad spectrum of manufacturing and service organizations.

Details

European Journal of Marketing, vol. 32 no. 1/2
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 22 May 2007

Cristina Mele

The purpose of this paper is to analyse the relationships between marketing and quality in the value‐creation process.

Abstract

Purpose

The purpose of this paper is to analyse the relationships between marketing and quality in the value‐creation process.

Design/methodology/approach

The paper combines the findings from a literary review and multiple case studies to develop a conceptual framework of the synergistic relationship between total quality management (TQM) and marketing in creating customer value.

Findings

Two main conclusions arise from the study: TQM is a platform for the full realisation of marketing potentialities by revitalising the marketing concept and fostering its implementation; and TQM and marketing are complementary and synergistic in facilitating efficient management of the process of value creation and delivery.

Research limitations/implications

The developed framework is only part of the complex relationship between marketing and quality. Nevertheless, it provides a solid basis from which to integrate the knowledge, tools, and methodologies of marketing and quality.

Practical implications

The study provides valuable practical insights into the effective management of marketing and quality in the creation and delivery of customer value.

Originality/value

The paper addresses a gap in the literature by analysing the synergistic links between TQM and marketing in the value‐creation process.

Details

Managing Service Quality: An International Journal, vol. 17 no. 3
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 6 November 2007

Lalit Narendra Wankhade and B.M. Dabade

The paper aims to study market dynamics in the backdrop of information symmetry and quality perception. The position of high quality products (HQPs) in the market is a…

Abstract

Purpose

The paper aims to study market dynamics in the backdrop of information symmetry and quality perception. The position of high quality products (HQPs) in the market is a focus of this analysis. Also, an attempt is made to unfold the prevailing parametric relationships in the market of developed and developing nations.

Design/methodology/approach

Related literature is reviewed and investigation is attempted into market dynamics. System dynamics is used for preliminary modelling and analysis. Simulation runs are carried out to assess the impact of company reputation and advertising on market parameters.

Findings

Behaviours of market parameters are unraveled. From using correlation analysis and analytic hierarchy approach, the policy measures to improve the HQP position in the market are revealed.

Research limitations/implications

The study of some aspects of market dynamics is attempted. Further, study and modelling are required to completely understand the market behaviour.

Practical implications

The model has a practical relevance to implement quality perception enhancement by deciding on the policy mix.

Originality/value

This is a start for systems analysis of the market, which may offer a long‐term foundation to market dynamics.

Details

Journal of Modelling in Management, vol. 2 no. 3
Type: Research Article
ISSN: 1746-5664

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Article
Publication date: 1 January 1988

A.M. McCosh and M. Walsh

The management accounting aspects of quality are focused on. The traditional approaches of production and marketing are summarised with questions, such as how these can be…

Abstract

The management accounting aspects of quality are focused on. The traditional approaches of production and marketing are summarised with questions, such as how these can be combined, what relationship is there between price and quality, how can the various departments concerned in the strategic management of quality be drawn together, how one can decide on a quality strategy and what would be a suitable control system, being asked. A solution to these is proffered by looking at the management of quality from a strategic viewpoint, relating the appropriateness of seven pure quality strategies to the product/market life cycle.

Details

Marketing Intelligence & Planning, vol. 6 no. 1
Type: Research Article
ISSN: 0263-4503

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Article
Publication date: 1 March 2005

Holmes Miller

For electronic commerce applications, the importance of quality information is self‐evident, especially for firms offering information products where information either…

Abstract

Purpose

For electronic commerce applications, the importance of quality information is self‐evident, especially for firms offering information products where information either significantly augments a physical product or constitutes the product itself. Aims to use a probabilistic simulation model is used to explore the relationship between information quality and market share for firms offering an information product.

Design/methodology/approach

In the Excel‐based Monte Carlo model information quality is represented as a function of four general quality attributes. For these attributes, quality gaps relative to best practices are calculated and these gaps are used to drive a volume model whose output includes market share. The model is used to examine various scenarios including cases dealing with differences in a firm's initial information quality levels, differences in innovation rates and their variability, and differences in a firm's proclivity to copy advances of competitors.

Findings

The results indicate that firms starting with information quality leads tend to maintain that lead and accrue market share. However, they may lose their lead if innovation rates lag behind the competition. Generally, variation and the ability for firms to copy advances are good for markets.

Practical implications

Some practical implications from the findings include: the criticality of innovation and its importance in fostering quality; the ineffectiveness of insular strategies; and evidence that specialization, while benefiting markets, does not necessarily benefit individual firms.

Originality/value

The model presents a mechanism for scholars and practitioners to – expeditiously and inexpensively – test the impact of various information‐quality strategies.

Details

Journal of Services Marketing, vol. 19 no. 2
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 1 May 2002

Leticia Santos and Carmen Escanciano

The purpose of this paper is to present the results of an exploratory study carried out on a sample of certified companies that operate in Spain, with the aim of obtaining…

Abstract

The purpose of this paper is to present the results of an exploratory study carried out on a sample of certified companies that operate in Spain, with the aim of obtaining empirical evidence on the benefits of the implantation of standardised quality systems. This study delves into the theoretical implications of a growing field of research that attempts to combine total quality management, its synergy with market orientation and the certification’s consequences. The empirical evidence obtained enables us to affirm that the benefits attained by companies as a result of ISO certification are basically linked to an improvement in internal efficiency. This points to the need for evolution towards more complex systems where total quality management may find its place together with the market orientation philosophy.

Details

International Journal of Quality & Reliability Management, vol. 19 no. 3
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 1 August 1995

Min Hua Lu and Chu‐Hua Kuei

Explores the application of quality function deployment (QFD)concept in strategic marketing planning. First discusses the literatureof quality control concepts and…

Abstract

Explores the application of quality function deployment (QFD) concept in strategic marketing planning. First discusses the literature of quality control concepts and marketing concepts, and the current thinking in strategic marketing planning. Then proposes that the QFD concept can be an ideal approach in the strategic marketing planning. The QFD approach maximizes benefits for both customers and companies in the long run, by first determining the customer’s needs, and then translating these needs into corporate goals and marketing objectives. Based on these goals and objectives, marketing strategies and marketing tactics could be developed and implemented to ensure the customers’ needs are met and company’s objectives are obtained.

Details

International Journal of Quality & Reliability Management, vol. 12 no. 6
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 3 June 2020

Elizabeth Carter

The purpose of this paper is to understand why the quality markets are expanding in some areas of food production, while struggling in others. Across agricultural markets

Abstract

Purpose

The purpose of this paper is to understand why the quality markets are expanding in some areas of food production, while struggling in others. Across agricultural markets in advanced industrialized economies, there are movements toward quality production and consumption. The author argues that the quality turn in beer, coffee, wine and other transformed artisanal food production are fundamentally different from the quality movements in primary food products. The heart of that difference lies in the nature of the supply chain advantages of transformed versus primary agricultural products.

Design/methodology/approach

The author applies convention theory to explain the dynamics within transformed agricultural quality markets. In these producer-dominant markets, networks of branded producers shape consumer notions of product quality, creating competitive quality feedback loops. The author contrasts this with the consumer-dominant markets for perishable foods such as produce, eggs, dairy and meat. Here, politically constructed short supply chains play a central role in building quality food systems.

Findings

The emergence of quality in primary food products is linked to the strength of local political organization, and consumers have a greater role in shaping quality in these markets.

Originality/value

Quality beer, coffee, wine and other transformed products can emerge without active political intervention, whereas quality markets for perishable foods are the outcome of political action.

Peer review

The peer review history for this article is available at: https://publons.com/publon/10.1108/IJSE-01-2020-0001.

Details

International Journal of Social Economics, vol. 48 no. 7
Type: Research Article
ISSN: 0306-8293

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Article
Publication date: 1 March 1993

Audrey Gilmore and David Carson

Focuses on the issue of how to improve quality in marketing withreferences to a services context. Offers a definition of ServicesMarketing and Quality in Marketing and…

Abstract

Focuses on the issue of how to improve quality in marketing with references to a services context. Offers a definition of Services Marketing and Quality in Marketing and attempts to match the dimensions of both by way of a Holistic Model for quality improvement in a services context. Applies model to a services marketing situation, namely the Stena Sealink company′s attempt at improving the quality of its marketing offerings.

Details

Journal of Services Marketing, vol. 7 no. 3
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 1 April 1992

In this section we look at banking in the single market, new directions in financial services marketing, the validity of the 4Ps for services marketing, measuring the…

Abstract

In this section we look at banking in the single market, new directions in financial services marketing, the validity of the 4Ps for services marketing, measuring the marketing culture of a service firm, the erosion of bank margins, Citibank's global consumer banking network, and the pricing of services.

Details

International Journal of Bank Marketing, vol. 10 no. 4
Type: Research Article
ISSN: 0265-2323

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