Title Return on quality (ROQ) : making service quality financially accountable : technical working paper / Roland T. Rust, Anthony J. Zahorik and Timothy L. Keiningham

Published Cambridge, Mass. : Marketing Science Institute, [1994] ©1994

Copies

Location	Call no.	Vol.	Availability
W'PONDS	658.562 Rus/Roq	94/106	AVAILABLE

Description 34 pages : illustrations ; 28 cm Series Report ; no. 94-106 Report (Marketing Science Institute (Cambridge, Mass.)) ; no. 94-106 Bibliography Includes bibliographical references (pages 31-34) Subject Quality control -- Costs. Quality of products -- Cost effectiveness. Service industries -- Quality control. Author Keiningham, Timothy L. Zahorik, Anthony J. Marketing Science Institute (Cambridge, Mass.))

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