Why Improving Quality Doesn't Improve Quality (or Whatever Happened to Marketing?)

Mizuno Shigeru , Company-Wide Total Quality Control (Hong Kong: Nordica International, Ltd., 1992), p. 27.

See Hauser John R. Clausing Don , “The House of Quality,” Harvard Business Review (May/June 1988).

See, for example, Gallagher Rodger , “Driving Your Business with Customer Satisfaction Measurements,” Telecom Corporation of New Zealand Ltd. publication, 1992.

See Zahorik Anthony J. Rust Roland T. , “Modeling the Impact of Service Quality on Profitability: A Review,” in Swartz Bowen Brown , eds., Advances in Services Marketing and Management (Greenwich. CT: JAI Press, 1992).

See Reichheld Frederick R. Sasser W. Earl Jr. , “Zero Defections: Quality Comes to Services,” Harvard Business Review (September/October 1990).

See Buzzell Robert D. Gale Bradley T. , The PIMS Principles (New York, NY: The Free Press, 1987).