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Quality (business)

About: Quality (business) is a research topic. Over the lifetime, 90762 publications have been published within this topic receiving 1529242 citations.


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Journal ArticleDOI
TL;DR: Using this framework, IS managers were able to better understand and meet their data consumers' data quality needs and this research provides a basis for future studies that measure data quality along the dimensions of this framework.
Abstract: Poor data quality (DQ) can have substantial social and economic impacts. Although firms are improving data quality with practical approaches and tools, their improvement efforts tend to focus narrowly on accuracy. We believe that data consumers have a much broader data quality conceptualization than IS professionals realize. The purpose of this paper is to develop a framework that captures the aspects of data quality that are important to data consumers.A two-stage survey and a two-phase sorting study were conducted to develop a hierarchical framework for organizing data quality dimensions. This framework captures dimensions of data quality that are important to data consumers. Intrinsic DQ denotes that data have quality in their own right. Contextual DQ highlights the requirement that data quality must be considered within the context of the task at hand. Representational DQ and accessibility DQ emphasize the importance of the role of systems. These findings are consistent with our understanding that high-quality data should be intrinsically good, contextually appropriate for the task, clearly represented, and accessible to the data consumer.Our framework has been used effectively in industry and government. Using this framework, IS managers were able to better understand and meet their data consumers' data quality needs. The salient feature of this research study is that quality attributes of data are collected from data consumers instead of being defined theoretically or based on researchers' experience. Although exploratory, this research provides a basis for future studies that measure data quality along the dimensions of this framework.

4,069 citations

Journal ArticleDOI
TL;DR: In this paper, the authors explore the reasons for and determinants of the provision by a firm of false information to a consumer so as to induce purchases which would not be made if the consumer possessed full information about the qualities of his purchase.
Abstract: THIS paper explores the reasons for and determinants of the provision by a firm of false information to a consumer so as to induce purchases which would not be made if the consumer possessed full information about the qualities of his purchase. Market responses to potential for fraud are analyzed in detail. It is shown that fraud and related practices follow from significant costs both in the determination of quality of a particular good or service and in the effective vertical integration of seller and buyer through some exchange of property rights. Much of our discussion focuses on the key problem of the joint provision of diagnosis and services-such as the choice and execution of an automobile repair or taxicab route--but the model developed will be seen to have general applicability whenever the seller provides information which influences purchases, as through advertising or salesmen's promises. In the context of the repair problem, we explore the reasons for and the determinants of the provision of repair services in amounts greater than would be economically efficient, given the price of the services and their marginal product in terms of the service flow from the repaired commodity.' The possibility of this situation is suggested by the observation that in a considerable number of cases involving medical, automotive, and other repair services, contrary to the basic assumption of conventional demand theory, the consumer is unaware of the ability of the repair service to satisfy a given want.2

3,696 citations

Journal ArticleDOI
TL;DR: In this article, a multiple-item scale (E-S-QUAL) is proposed for measuring the service quality delivered by a service provider. But, the scale is based on the means-end framework.
Abstract: Using the means-end framework as a theoretical foundation, this article conceptualizes, constructs, refines, and tests a multiple-item scale (E-S-QUAL) for measuring the service quality delivered b...

3,410 citations

Journal ArticleDOI
TL;DR: In this article, the authors find that the service quality construct conforms to the structure of a third-order factor model that ties service quality perceptions to distinct and actionable dimensions: outcome, interaction, and environmental quality.
Abstract: Through qualitative and empirical research, the authors find that the service quality construct conforms to the structure of a third-order factor model that ties service quality perceptions to distinct and actionable dimensions: outcome, interaction, and environmental quality. In turn, each has three subdimensions that define the basis of service quality perceptions. The authors further suggest that for each of these subdimensions to contribute to improved service quality perceptions, the quality received by consumers must be perceived to be reliable, responsive, and empathetic. The authors test and support this conceptualization across four service industries. They consider the research and managerial implications of the study and its limitations.

3,309 citations

Journal ArticleDOI

3,258 citations


Performance
Metrics
No. of papers in the topic in previous years
YearPapers
202283
20214,206
20204,851
20194,982
20184,817
20174,507