DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS

Carol A. Reeves · David A. Bednar

1,209 citations0/0 files storedAcademy of Management Review

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Management Systems and Quality Improvement Customer Service Quality and Loyalty Quality and Supply Management

Abstract

The search for a universal definition of quality has yielded inconsistent results. Such a global definition does not exist; rather, different definitions of quality are appropriate under different circumstances. In this article, we trace the evolution of quality definitions and describe the trade-offs inherent in accepting one definition of quality over another. The implications of using various definitions of quality in future research also are discussed.

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1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1985Competitive Advantage: Creating and Sustaining Superior Performance 1984Research in Organizational Behavior 1992Measuring Service Quality: A Reexamination and Extension 1985Competitive advantage, creating and sustaining superior performance 1982Out of the Crisis 1984A Service Quality Model and its Marketing Implications

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