Conceptualizing total quality orientation
Conceptualizing total quality orientation
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概念化全面质量导向
DOI：
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发表时间：
1998
期刊：
影响因子：
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通讯作者：
Iris Mohr
中科院分区：
文献类型：
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作者：
Iris Mohr
学术营销文献反映出，对全面质量导向进行概念化的努力非常少，而全面质量导向是理解客户满意度的关键。通过对全面质量取向结构领域的界定和可操作性的定义，综合了已有的相关知识，为今后的研究奠定了基础。作者借鉴了来自多个学科的学术和实践者的著作，并对广泛的制造和服务组织的公司高管进行了50次深入采访。
The academic marketing literature reflects remarkably little effort to conceptualize total quality orientation, which is key to understanding customer satisfaction. The author synthesizes extant knowledge on the subject and provides a foundation for future research by delineating the domain of the total quality orientation construct and providing an operational definition. The author draws on academic and practitioner writings from multiple disciplines, and 50 in‐depth interviews with corporate executives in a broad spectrum of manufacturing and service organizations.