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Bridging the Quality-Satisfaction Gap
14 references·14 citing·36 second hop
Bridging the Quality-Satisfaction Gap (1997)Bridging the Quality-Satisfaction GapMarketing management: analysis. planning. implementation and control (2000)Marketing management: analysi…Customer Orientation and Market Action (1997)Customer Orientation and Mark…The loyalty effect: the hidden force behind growth, profits, and lasting value (1996)The loyalty effect: the hidde…Quality Function Deployment: How to Make QFD Work for You (1995)Quality Function Deployment: …Journal of economic psychology (1995)Journal of economic psychologyQFD : the customer-driven approach to quality planning and deployment (1994)QFD : the customer-driven app…The Voice of the Customer (1993)The Voice of the CustomerEvaluating QFD's Use in US Firms as a Process for Developing Products (1992)Evaluating QFD's Use in US Fi…Business process improvement (1991)Business process improvementMarketing/R&D Interaction in New Product Development: Implications for New Product Success Rates (1990)Marketing/R&D Interaction in …Juran's Quality Control Handbook (1990)Juran's Quality Control Handb…Benchmarking: the search for industry best practices that lead to superior performance (1989)Benchmarking: the search for …Journal of Consumer Research (1984)Journal of Consumer ResearchAnalyzing the Use of Information in Investment Decision Making: A Methodological Proposal (1972)Analyzing the Use of Informat…Determinants of services co-creation with business customers (2017)Determinants of services co-c…The importance of packaging in purchase and usage behaviour (2015)The importance of packaging i…Impact of service attributes on customer satisfaction and loyalty in a healthcare context (2015)Impact of service attributes …Collaboration with Customers - Understanding the Effect of Customer-Company Interaction in New Product Development (2011)Collaboration with Customers …Customer satisfaction in the first and second moments of truth (2008)Customer satisfaction in the …An empirical study of quality function deployment on company performance (2006)An empirical study of quality…Winning at the first and second moments of truth: an exploratory study (2005)Winning at the first and seco…The role of quality practices in service organizations (2003)The role of quality practices…The Importance of Reliability and Customization from Goods to Services (2003)The Importance of Reliability…Measuring and managing the satisfaction–loyalty–performance links at Volvo (2002)Measuring and managing the sa…Intensive Customer Feedback to Improve Delivery of Highway Maintenance Programs in Pennsylvania (2002)Intensive Customer Feedback t…Technology, customization, and reliability (2001)Technology, customization, an…Linking Customer Satisfaction to Product Design: A Key to Success for Volvo (2000)Linking Customer Satisfaction…A aplicação do QFD no desenvolvimento de software: um estudo de caso (2000)A aplicação do QFD no desenvo…Alternatives, Frames, and Relative Prices: A Broader View of Rational Choice Theory (1993)Shortcuts Versus Encyclopedias: Information and Voting Behavior in California Insurance Reform Elections (1994)Maxims or myths of beauty? A meta-analytic and theoretical review. (2000)Der Zusammenhang zwischen Kundenzufriedenheit und Kundenbindung (2005)The Evolutionary Psychology of Facial Beauty (2005)Is Green the New Black? Reflections on a Green Commodity Discourse (2010)The House of Quality (1988)Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Beyond Accuracy: What Data Quality Means to Data Consumers (1996)Customer value: The next source for competitive advantage (1997)Organization and environment (1967)National Culture and New Product Development: An Integrative Review (1996)Antecedents and Consequences of Cross‐Functional Cooperation: A Comparison of R&D, Manufacturing, and Marketing Perspectives (1997)International Market Segmentation Based on Consumer–Product Relations (1999)The Discovery of Grounded Theory (2017)A Configuration Theory Assessment of Marketing Organization Fit with Business Strategy and Its Relationship with Marketing Performance (2003)Benchmarking Marketing Capabilities for Sustainable Competitive Advantage (2004)Handbook of Quantitative Science and Technology Research (2005)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Evolving to a New Dominant Logic for Marketing (2003)Product planning in quality function deployment using a combined analytic network process and goal programming approach (2002)A fuzzy optimization model for QFD planning process using analytic network approach (2004)Product platform design and customization: Status and promise (2004)DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)Innovation Speed: A Conceptual Model of Context, Antecedents, and Outcomes (1996)Balancing exploration and exploitation: The moderating role of competitive intensity (2005)An exploration towards a production theory and its application to construction (2000)Performance management in construction: a conceptual framework (2001)A taxonomy for selecting global supply chain strategies (2006)An Examination of the Determinants of Entertainment Vacationers’ Intentions to Revisit (2001)The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance (2006)Mine Your Own Business: Market-Structure Surveillance Through Text Mining (2012)Historical and Personal Nostalgia in Advertising Text: TheFin de siècleEffect (1992)An Experimental Study of the Relationship between Online Engagement and Advertising Effectiveness (2009)The Impact of Memorable Tourism Experiences on Loyalty Behaviors: The Mediating Effects of Destination Image and Satisfaction (2017)
this work references cited by second hop

References

  • 2000Marketing management: analysis. planning. implementation and control6,649 cited
  • 1993The Voice of the Customer1,969 cited
  • 1989Benchmarking: the search for industry best practices that lead to superior performance1,645 cited
  • 1990Juran's Quality Control Handbook1,384 cited
  • 1995Quality Function Deployment: How to Make QFD Work for You970 cited
  • 1984Journal of Consumer Research657 cited
  • 1991Business process improvement552 cited
  • 1996The loyalty effect: the hidden force behind growth, profits, and lasting value526 cited
  • 1995Journal of economic psychology406 cited
  • 1992Evaluating QFD's Use in US Firms as a Process for Developing Products256 cited
  • 1994QFD : the customer-driven approach to quality planning and deployment184 cited
  • 1972Analyzing the Use of Information in Investment Decision Making: A Methodological Proposal165 cited
  • 1990Marketing/R&D Interaction in New Product Development: Implications for New Product Success Rates162 cited
  • 1997Customer Orientation and Market Action145 cited

Cited by

  • 2003The role of quality practices in service organizations126 cited

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  • 2015The importance of packaging in purchase and usage behaviour72 cited
  • 2003The Importance of Reliability and Customization from Goods to Services71 cited
  • 2005Winning at the first and second moments of truth: an exploratory study70 cited
  • 2008Customer satisfaction in the first and second moments of truth66 cited
  • 2017Determinants of services co-creation with business customers53 cited
  • 2015Impact of service attributes on customer satisfaction and loyalty in a healthcare context50 cited
  • 2006An empirical study of quality function deployment on company performance48 cited
  • 2002Measuring and managing the satisfaction–loyalty–performance links at Volvo45 cited
  • 2001Technology, customization, and reliability41 cited
  • 2000A aplicação do QFD no desenvolvimento de software: um estudo de caso12 cited
  • 2011Collaboration with Customers - Understanding the Effect of Customer-Company Interaction in New Product Development10 cited
  • 2000Linking Customer Satisfaction to Product Design: A Key to Success for Volvo9 cited
  • 2002Intensive Customer Feedback to Improve Delivery of Highway Maintenance Programs in Pennsylvania6 cited