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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.

5166

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

Keywords

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 focus of…

1041

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

Keywords

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 marketing…

5398

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

Keywords

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

Keywords

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…

2426

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

Keywords

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 author…

2061

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

Keywords

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…

2289

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

Keywords

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 attempts to…

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

Keywords

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 marketing…

1082

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

Article
Publication date: 10 August 2015

Moade Fawzi Shubita

The purpose of this paper is to assess the practice of income smoothing in the Gulf Cooperation Council (GCC) emerging markets; Saudi Arabia, Kuwait, United Arab Emirates, Oman…

2362

Abstract

Purpose

The purpose of this paper is to assess the practice of income smoothing in the Gulf Cooperation Council (GCC) emerging markets; Saudi Arabia, Kuwait, United Arab Emirates, Oman and Qatar. Then, to examine the impact of income smoothing on the earnings quality to decide whether income smoothing can serve as either a tool to enhance earnings quality or a tool for opportunistic behavior. Audit quality and corporate governance as additional factors are considered in this study.

Design/methodology/approach

The study methodology measures income smoothing behavior based on the coefficient of variation method. Earnings quality is measured as an outcome of the explained variations in stock returns by earnings based on the efficient market hypothesis. Audit quality is measured based on brand as higher quality assigned to auditor from any of the Big 4, while the corporate governance is addressed based on the extent of governmental ownership. The initial study sample comprises 55 companies over a ten year period, from 1999 to 2008; the final sample represents approximately 64 percent of the industrial sector that have public data during the study.

Findings

The results suggest that income smoothing behavior in the GCC markets has many variations in practice. Income smoothing, on average, improves earnings quality in three countries out of four, but not significantly for the whole sample based on earnings level. The earnings changes model demonstrated a positive and significant impact of income smoothing on earnings quality. Audit quality and earnings quality have a positive relationship within the region, and companies dominated by the government perform well in accordance with the earnings-return model.

Research limitations/implications

The study is limited to the industrial sector of the GCC.

Practical implications

The study opens the door to future applications to other sectors within the GCC, same sectors and other sectors for Middle East countries and other emerging markets.

Social implications

The study may foster a better understanding of accounting practices in the GCC and Middle East. The study reveals variations in different aspects among GCC countries, this matter should be considered in separate studies across different areas.

Originality/value

The study makes an original contribution to being the first to explore this topic in the GCC. Additionally, this study shows that the GCC markets have different characteristics in the practice and impact of income smoothing on earnings’ quality. Further, audit quality and corporate governance was investigated for each country and for the region, in addition to the interaction between these factors with the income smoothing and earnings quality.

Details

Journal of Accounting in Emerging Economies, vol. 5 no. 3
Type: Research Article
ISSN: 2042-1168

Keywords

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