Return on quality (ROQ)
Subtitle: making service quality financially accountable
By: Roland T. Rust, Anthony J. Zahorik and Timothy L. Keiningham
Contributors: Zahorik, Anthony J; Keiningham, Timothy L
Series: Report -- no. 94-106; Report (Marketing Science Institute) -- no. 94-106
Publisher: Marketing Science Institute
Published: 1994
Place of publication: Cambridge, Mass
Language: eng
Number of pages: 34
Subjects: Quality of products; Customer services -- Quality control; Total quality management -- Evaluation
Notes: "April 1994."

"Technical working paper."

Includes bibliographical references (p. 31-34)