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Getting Return on Quality: Revenue Expansion, Cost Reduction, or Both?
Abstract
Financial benefits from quality may be derived from revenue expansion, cost reduction, or both simultaneously. The literature on both market orientation and customer satisfaction provides considerable support for the effectiveness of the revenue expansion perspective, whereas the literature on both quality and operations provides equally impressive support for the effectiveness of the cost reduction perspective. There is, however, little...
Paper Details
Title
Getting Return on Quality: Revenue Expansion, Cost Reduction, or Both?
Published Date
Oct 1, 2002
Journal
Volume
66
Issue
4
Pages
7 - 24
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Notes
History