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Handbuch Dienstleistungsmanagement pp 865–890Cite as

Determining the Return on Quality (ROQ)

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Abstract

Beginning in the late 1960s, U.S. manufacturers found themselves in intense global competition, particularly with Japanese firms. The effects were brutal. U.S. firms found that the quality of their products was woefully deficient relative to their Japanese competitors.

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Author information

Authors and Affiliations

  1. Vanderbilt University, USA

    Roland T. Rust Ph. D. (Madison S. Wigginton Professor of Management und Direktor des Center for Service Marketing, Owen Graduate School of Management)

Authors
  1. Roland T. Rust Ph. D.
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  2. Anthony J. Zahorik
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  3. Timothy L. Keiningham
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Editor information

Editors and Affiliations

  1. Lehrstuhl für Marketing und Unternehmensführung, Universität Basel (WWZ), Postfach, Petersgraben 51, CH-4003, Basel, Schweiz

    Manfred Bruhn (Professor für Allgemeine Betriebswirtschaftslehre, insbesondere Marketing und Unternehmensführung) (Professor für Allgemeine Betriebswirtschaftslehre, insbesondere Marketing und Unternehmensführung)

  2. Institut für Marketing, Westfälische Wilhelms-Universität, Universitätsstr. 14-16, D-48143, Münster, Deutschland

    Heribert Meffert

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© 1998 Springer Fachmedien Wiesbaden

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Rust, R.T., Zahorik, A.J., Keiningham, T.L. (1998). Determining the Return on Quality (ROQ). In: Bruhn, M., Meffert, H. (eds) Handbuch Dienstleistungsmanagement. Gabler Verlag, Wiesbaden. https://doi.org/10.1007/978-3-322-96503-5_36

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  • DOI: https://doi.org/10.1007/978-3-322-96503-5_36

  • Publisher Name: Gabler Verlag, Wiesbaden

  • Print ISBN: 978-3-322-96504-2

  • Online ISBN: 978-3-322-96503-5

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