A Satisfaction-Based Definition of Quality

No consensus has been reached on a definition for quality; the term is defined differently for products and services, for different industries, and for different levels of dimensionality. This study investigates the major definitions of quality and the antecedents of customer retention to establish...

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Bibliographic Details
Published in:The Journal of business and economic studies (Fairfield, Conn.) Conn.), 2009-04, Vol.15 (1), p.82
Main Authors: Wicks, Angela M, Roethlein, Christopher J
Format: Article
Language:English
Subjects:
Brand loyalty
Consumers
Customer retention
Customer satisfaction
Customer services
Definitions
Operations management
Principles
Profits
Quality control
Quality management
Quality standards
Studies
Sustainability
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Summary:No consensus has been reached on a definition for quality; the term is defined differently for products and services, for different industries, and for different levels of dimensionality. This study investigates the major definitions of quality and the antecedents of customer retention to establish a foundation for a new definition of quality based on satisfaction. Quality is defined as the summation of the affective evaluations by each customer of each attitude object that creates customer satisfaction. [PUBLICATION ABSTRACT]
ISSN:1063-343X
2576-3458