MANAGING A TOTAL QUALITY ORIENTATION - FACTORS AFFECTING CUSTOMER SATISFACTION

The academic marketing literature reflects remarkably little effort to understand a total quality orientation. The author synthesizes extent knowledge on the subject and provides a foundation for future researc h by developing research propositions and constructing an integrative framework that comprises antecedents and monitoring systems of a total quality orientation The author draws on academic and practitioner wri tings from multiple disciplines and 50 in-depth interviews with corpor ate executives from a broad spectrum of manufacturing and service orga nizations. (C) 1998 Elsevier Science Inc.