Construct · 1 fields · 1 citations

return on quality: a standalone construct

One name. One construct. A landmark on the map.

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Services marketing

an approach that treats quality improvements as investments and judges them by their financial return through retention and satisfaction.

In services marketing, return on quality refers to an approach that treats quality improvements as investments and judges them by their financial return through retention and satisfaction. This meaning comes from Rust (1995) in Journal of Marketing.[1]

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Nearby constructs

quality6 fields · 13 citationsjingle · one name, six constructs retention4 fields · 4 citationsjingle · one word, four constructs return3 fields · 3 citationsjingle · one word, three constructs

References

Rust, R. T., Zahorik, A. J., & Keiningham, T. L. (1995). Return on Quality (ROQ): Making Service Quality Financially Accountable. Journal of Marketing, 59(2), 58-70. https://doi.org/10.1177/002224299505900205

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