The DOI matches its Crossref record; 6 of the 6 references it cites were found in a registry or an index.
Customer Contributions to Quality: A Different View of the Customer-Oriented Firm
Abstract
Regardless of the specific tools and methods a firm adopts or what quality experts an organization follows, managing for quality and competitive advantage means a firm must become customer oriented. Unfortunately, many quality-management programs and efforts to enhance competitiveness take a rather limited view of potential customer involvement in the process. This article first examines familiar roles that customers play in both manufacturing and service organizations. Then, insights from organization theory, services marketing. strategic management, and total quality concepts are integrated to develop both a conceptual model and 10 propositions based on a more complex view of potential customer contributions to competitive quality. Both a research agenda and ideas for improved organizational practice are discussed.
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Cites
Firm Resources and Sustained Competitive Advantage
Barney, J. (1991) · Journal of Management · doi:10.1177/014920639101700108 · Cited by 48,334
The commitment-trust theory of relationship marketing
Morgan, R. M., & Hunt, S. D. (1994) · Journal of Marketing · doi:10.1177/002224299405800302 · Cited by 22,355
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494
Determinants of Long-Term Orientation in Buyer-Seller Relationships
Ganesan, S. (1994) · Journal of Marketing · doi:10.1177/002224299405800201 · Cited by 6,741
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990) · Journal of Marketing · doi:10.2307/1252174 · Cited by 4,860
The role of task-goal attributes in employee performance.
Steers, R. M., & Porter, L. W. (1974) · Psychological Bulletin · doi:10.1037/h0036775 · Cited by 238
Cited by
Service Innovation: A Service-Dominant Logic Perspective1
Lusch, R. F., & Nambisan, S. (2015) · MIS Quarterly · doi:10.25300/misq/2015/39.1.07 · Cited by 1,949
Undervalued or overvalued customers: Capturing total customer engagement value
Kumar, V., Aksoy, L., Donkers, B., Venkatesan, R., Wiesel, T., & Tillmanns, S. (2010) · Journal of Service Research · doi:10.1177/1094670510375602 · Cited by 1,382
The IKEA effect: When labor leads to love
Norton, M. I., Mochon, D., & Ariely, D. (2012) · Journal of Consumer Psychology · doi:10.1016/j.jcps.2011.08.002 · Cited by 1,049
Designing Virtual Customer Environments for New Product Development: Toward a Theory
Nambisan, S. (2002) · The Academy of Management Review · doi:10.5465/amr.2002.7389914 · Cited by 1,026
Strategic purchasing, supply management, and firm performance
Chen, I. J., Paulraj, A., & Lado, A. A. (2004) · Journal of Operations Management · doi:10.1016/j.jom.2004.06.002 · Cited by 940
Metadata
- Authors
- Lengnick-Hall, C. A.
- Venue
- The Academy of Management Review
- Publisher
- Academy of Management
- Published
- 1996-07
- Volume
- 21
- Issue
- 3
- Pages
- 791
- ISSN
- 0363-7425 (ISSN-L)
- OpenAlex
- W2096610461
- Cited by
- 794
- References
- 6
- FWCI
- 14.88
- Type
- journal article
- Language
- en
- Open access
- closed
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Data sources
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.
