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Cited by 1,635

The DOI matches its Crossref record; 8 of the 8 references it cites were found in a registry or an index.

Return on Quality (ROQ): Making Service Quality Financially Accountable

Rust, Roland T., Zahorik, Anthony J., Keiningham, Timothy L.·1995·Journal of Marketing
DOI 10.1177/002224299505900205
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Abstract

Many companies have been disappointed by a lack of results from their quality efforts. The financial benefits of quality, which had been assumed as a matter of faith in the “religion of quality,” are now being seriously questioned by cost-cutting executives, who cite the highly publicized financial failures of some companies prominent in the quality movement. In this increasingly results-oriented environment, managers must now justify their quality improvement efforts financially. The authors present the “return on quality” approach, which is based on the assumptions that (1) quality is an investment, (2) quality efforts must be financially accountable, (3) it is possible to spend too much on quality, and (4) not all quality expenditures are equally valid. The authors then provide a managerial framework that can be used to guide quality improvement efforts. This framework has several attractive features, including ensured managerial relevance and financial accountability.

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Metadata

Authors
Rust, R. T., Zahorik, A. J., & Keiningham, T. L.
Venue
Journal of Marketing
Publisher
SAGE Publications
Published
1995-04
Volume
59
Issue
2
Pages
58-70
ISSN
  • 0022-2429 (ISSN-L)
  • 1547-7185
DOI
10.1177/002224299505900205
OpenAlex
W2099358844
Cited by
1,635
References
8
FWCI
136.48
Type
journal article
Language
en
Open access
closed

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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.