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Article
Publication date: 1 June 2002

Rose Sebastianelli and Nabil Tamimi

Uses survey results from a national sample of quality managers to examine the relationship between how a firm defines quality and what product quality dimensions it…

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Abstract

Uses survey results from a national sample of quality managers to examine the relationship between how a firm defines quality and what product quality dimensions it considers important to its competitive strategy. Garvin proposed a well‐known framework for thinking about product quality based on eight dimensions: performance, features, reliability, conformance, durability, serviceability, aesthetics, and perceived quality. Alternative definitions of quality have evolved from five different approaches: transcendent, product‐based, user‐based, manufacturing‐based, and value‐based. Of the five approaches to defining quality, the manufacturing firms in our sample subscribed most often to the user‐based definition. Using regression analysis within a factor analytic framework, some empirical support was found for hypothesized linkages between the product quality dimensions and the alternative definitions of quality. Specifically, the user‐based definition was related significantly to aesthetics and perceived quality, the manufacturing‐based definition to conformance, and the product‐based definition to performance and features.

Details

International Journal of Quality & Reliability Management, vol. 19 no. 4
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 1 April 1993

Tom W. Batley

A survey was carried out recently in New Zealand manufacturingfirms to identify typical quality management policies and operatingpractices and to determine changes in…

Abstract

A survey was carried out recently in New Zealand manufacturing firms to identify typical quality management policies and operating practices and to determine changes in recent years. Product design quality and quality control procedures were investigated, together with testing and quality control of finished products and the procedures for dealing with customer complaints. Training in quality assurance methods and overall costs of quality management, and attitudes towards external verification of quality management procedures were also examined. Managers have recognized the importance of high quality standards for ensuring company survival in competitive markets. More has been spent recently on improving quality policies and quality management training, but serious gaps were identified between quality policies and operating practices.

Details

Integrated Manufacturing Systems, vol. 4 no. 4
Type: Research Article
ISSN: 0957-6061

Keywords

Article
Publication date: 1 April 1993

T.W. Batley

There has been an increasing drive to improve total quality management of manufactured products internationally in recent years. This has resulted in many improvements in…

Abstract

There has been an increasing drive to improve total quality management of manufactured products internationally in recent years. This has resulted in many improvements in the quality and management of quality in New Zealand firms. Research was carried out in New Zealand to compare the opinions of manufacturing company managers about product quality with general public opinions. Probes perceptions of recent changes in product quality and compares the quality of New Zealand made goods with the quality of those made overseas. Most managers and consumers agreed that the quality of New Zealand made goods is now better than most overseas made goods. Shows a great improvement in the public perception of New Zealand made goods in recent years. Managers are still much stronger than consumers in their belief in local made high quality, which may have resulted in some complacency regarding management of product quality.

Details

International Journal of Quality & Reliability Management, vol. 10 no. 4
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 1 May 1979

C.T. Gilligan and D.E.A. Holmes

Editors' Note The following article reports an empirical study designed to find out whether productson which a great deal of money is spent in advertising are on the whole…

Abstract

Editors' Note The following article reports an empirical study designed to find out whether products on which a great deal of money is spent in advertising are on the whole of a higher quality than products less heavily advertised. The results, whilst not absolutely conclusive, indicate that this is not the case. A heavily advertised product is just as likely to be poor quality as any other.

Details

Management Decision, vol. 17 no. 5
Type: Research Article
ISSN: 0025-1747

Article
Publication date: 5 August 2022

Deepak Bubber, Rakesh Kumar Jain, Gulshan Babber and Shashi

In this study, the authors assess the current state of lean product development and the lean production shop floor, along with the impact of the former on process quality

Abstract

Purpose

In this study, the authors assess the current state of lean product development and the lean production shop floor, along with the impact of the former on process quality and the latter on product quality and customer complaint reduction. The interplay between process and product quality and customer complaint reduction is assessed, along with their impacts on business performance.

Design/methodology/approach

Data were collected from 377 managers working at auto-component manufacturing firms in India. Confirmatory factor analysis was used for scale validation, and structural equation modelling was employed to test the research hypotheses.

Findings

The results of the statistical analyses reveal the positive influence of a lean production shop floor on process quality and lean product development on product quality and customer complaint reduction, and thereby on business performance.

Practical implications

The findings of this research provide insights into the interplay between lean and quality factors and their influence on customer complaint reduction and business performance. Practitioners can use the proposed model to strategically design unique products and improve the efficiency and effectiveness of the production shop floor, which can help enhance the product and process quality. This can reduce customer dissatisfaction and improve the business performance.

Originality/value

Few studies have simultaneously investigated the influence of lean product development and lean production shop floors in the Indian manufacturing context. To the best of our knowledge, this study is one of the first attempts to include customer complaint reduction as a construct in a lean model. It helps identify and prioritise the enablers of business performance and provides valuable insights for practitioners to strengthen lean implementation to attain a competitive edge.

Details

Benchmarking: An International Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1463-5771

Keywords

Book part
Publication date: 19 November 2012

Kent B. Monroe

This chapter summarizes the behavioral pricing research findings of price and how buyers respond to price. This includes the relationship between price and perceived value…

Abstract

This chapter summarizes the behavioral pricing research findings of price and how buyers respond to price. This includes the relationship between price and perceived value and the decision heuristics that help us understand how price influences perceptions of value and eventual product choice. Buyers also use price as an indicator of product quality, and customers’ perceptions of quality, benefits, and value affect how they will respond to a purchase situation. In addition, buyers’ perceptions of the sacrifice affect the purchase decision, that is the degree that consumers reflect on the amount that they would “give up” by paying the monetary price for a product may vary according to a variety of situations and conditions, such as type of product or service, or the perceived unfairness of the price, or if the buyer perceives a brand is superior to competing brands. The chapter also discusses how buyers trade off or compare the perceived gains arising from price-quality judgments versus the perceived sacrifice required to acquire the product or service, including whether buyers integrate price and other attribute information following a nonlinear (proportional) or linear (subtractive) process. It also summarizes research on price as a multidimensional attribute, considered with additional dimensions such as warranty coverage, and warrantor reputation. Finally, the chapter examines perceived product value as being decomposed into its (1) perceived acquisition value (the expected benefit to be gained from acquiring the product less the net displeasure of paying for it) and (2) perceived transaction value (the perceived merits or fairness of the offer or deal).

Details

Visionary Pricing: Reflections and Advances in Honor of Dan Nimer
Type: Book
ISBN: 978-1-78052-996-7

Article
Publication date: 1 February 1993

Lance Ealey

A Quality Engineering Primer: Quality engineering (QE) techniques enable engineers to develop products and processes in a fraction of the time required by conventional…

Abstract

A Quality Engineering Primer: Quality engineering (QE) techniques enable engineers to develop products and processes in a fraction of the time required by conventional engineering practice, using the least expensive materials possible, and simultaneously achieving the lowest levels of product or process variability. QE started as a form of experimental design developed in Japan in the 1950s by Genichi Taguchi. In its current application in Japanese companies and many leading Western organizations, QE encompasses much more than experimental design.

Details

Assembly Automation, vol. 13 no. 2
Type: Research Article
ISSN: 0144-5154

Book part
Publication date: 11 June 2009

Anca E. Cretu and Roderick J. Brodie

Companies in all industries are searching for new sources of competitive advantage since the competition in their marketplace is becoming increasingly intensive. The…

Abstract

Companies in all industries are searching for new sources of competitive advantage since the competition in their marketplace is becoming increasingly intensive. The resource-based view of the firm explains the sources of sustainable competitive advantages. From a resource-based view perspective, relational based assets (i.e., the assets resulting from firm contacts in the marketplace) enable competitive advantage. The relational based assets examined in this work are brand image and corporate reputation, as components of brand equity, and customer value. This paper explores how they create value. Despite the relatively large amount of literature describing the benefits of firms in having strong brand equity and delivering customer value, no research validated the linkage of brand equity components, brand image, and corporate reputation, simultaneously in the customer value–customer loyalty chain. This work presents a model of testing these relationships in consumer goods, in a business-to-business context. The results demonstrate the differential roles of brand image and corporate reputation on perceived quality, customer value, and customer loyalty. Brand image influences the perception of quality of the products and the additional services, whereas corporate reputation actions beyond brand image, estimating the customer value and customer loyalty. The effects of corporate reputation are also validated on different samples. The results demonstrate the importance of managing brand equity facets, brand image, and corporate reputation since their differential impacts on perceived quality, customer value, and customer loyalty. The results also demonstrate that companies should not limit to invest only in brand image. Maintaining and enhancing corporate reputation can have a stronger impact on customer value and customer loyalty, and can create differential competitive advantage.

Details

Business-To-Business Brand Management: Theory, Research and Executivecase Study Exercises
Type: Book
ISBN: 978-1-84855-671-3

Article
Publication date: 22 March 2022

Zhanqing Wang, Yue Lu, Lun Ran and Defeng Yang

This paper studies how multichannel retailers choose the product quality level and decide which attribute to make prominent in their physical store in a competitive environment.

Abstract

Purpose

This paper studies how multichannel retailers choose the product quality level and decide which attribute to make prominent in their physical store in a competitive environment.

Design/methodology/approach

This paper develops a game theoretic model, in which multichannel retailers' decisions are made in three stages. Using prominent experiential attributes (e.g. functionality) in their offline store and product quality decisions, multichannel retailers are capable of transferring the sales between different channels.

Findings

This analysis shows that making different attributes prominent in their physical store may be an equilibrium, and each multichannel retailer chooses the highest quality level for the prominent attribute. However, the prominent attribute of the highest quality level is not always optimal. Under certain conditions, multichannel retailers may make the experiential attribute prominent in their respective physical stores, which can result in equilibrium.

Practical implications

The results indicate that multichannel retailers should avoid blindly highlighting high-quality attributes in a competitive environment, or falling into price completion.

Originality/value

From the perspective of prominent attributes, this study designs the optimal product line based on channel characteristics. The results of the research can provide practical implications for multichannel retailers to increase sales.

Details

International Journal of Retail & Distribution Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-0552

Keywords

Abstract

Details

Tourism Destination Quality
Type: Book
ISBN: 978-1-83909-558-0

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