A
Anthony J. Zahorik
Researcher at Vanderbilt University
Publications - 13
Citations - 6607
Anthony J. Zahorik is an academic researcher from Vanderbilt University. The author has contributed to research in topics: Quality (business) & Service quality. The author has an hindex of 11, co-authored 13 publications receiving 6456 citations.
Papers
More filters
Journal ArticleDOI
Customer satisfaction, customer retention, and market share
TL;DR: In this article, a mathematical framework for assessing the value of customer satisfaction is proposed, which enables managers to determine which customer satisfaction elements have the greatest impact, and how much money should be spent to improve particular satisfaction elements.
Journal ArticleDOI
Return on quality (ROQ): Making service quality financially accountable
TL;DR: In this article, the authors present the "return on quality" approach, which is based on the assumptions that quality is an investment, quality efforts must be financially accountable, it is possible to spend too much on quality, and not all quality expenditures are equally valid.
Book
Return on quality (ROQ) : making service quality financially accountable : technical wooking paper
Journal ArticleDOI
What You Don'T Know About Customer-Perceived Quality: the Role of Customer Expectation Distributions
TL;DR: It is shown that some of the most common beliefs about customer-perceived quality are wrong, and a useful simplification of reality is provided that successfully predicts many aspects of the dynamics of consumer response to quality.
Journal ArticleDOI
Why Improving Quality Doesn't Improve Quality (or Whatever Happened to Marketing?):
TL;DR: In this article, a collection of customer satisfaction measures around the managerial processes themselves is organized, which forms a natural bridge from the customer to management and allows management to track the impact of quality improvements all the way from internal process measures to overall customer satisfaction and market share.