Servicing, Quality Design and Control

Ritchken, Peter H.; Chandramohan, Jagadeesh; Tapiero, Charles S.

doi:10.1080/07408178908966225

Cited by 13 publications

(1 citation statement)

References 10 publications

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“…(Narasimhan et al, 1993;Seines, 1993;Zeithaml, 1988). Some research has been directed towards the combination of product and service support quality (Gummesson, 1988;Muller, 1991;Ritchken et al, 1989;Saraph et al, 1989), but customer satisfaction measures measuring the outcome of this relationship do not appear to have been addressed. In particular, customer perceptions of the product and the manufacturer evolve during product ownership, and depend upon both product and service quality.…”

Section: Introductionmentioning

confidence: 99%

Consumer response to service and product quality: A study of motor vehicle owners

Archer

Wesolowsky

1996

J of Ops Management

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There is currently much interest in the idea of integrated quality management for durable products, extending from the product design, development and manufacturing process and through the ownership cycle of the product. We have carried out a logit analysis of events pertaining to a critical incident model which demonstrates how quality in both the product and its supporting services, as well as the interactions between these factors, can affect owner intentions regarding future purchases. The model was evaluated through a study of 659 motor vehicle owners. Two of our specific conclusions are: (1) our data suggests that owners tend to have a tolerance towards negative vehicle incidents, but negative service incidents can harm owner perceptions of both the dealer and the manufacturer, and (2) positive critical incidents can counteract negative critical incidents. Proactively creating positive service incidents and avoiding negative service incidents can help improve customer loyalty to the service agent and counteract negative vehicle incidents which affect loyalty to the manufacturer. We also suggest that the results from this study may be generalizable to service and product quality management for other types of equipment.

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Section: Introductionmentioning

confidence: 99%

Consumer response to service and product quality: A study of motor vehicle owners

Archer

Wesolowsky

1996

J of Ops Management

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2000

Reliability

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Product warranty and quality control

Murthy

Wilson

Djamaludin

1993

Quality & Reliability Eng

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When a product is sold with a warranty, the manufacturer incurs additional costs in the form of warranty servicing costs. Owing to quality variations in manufacturing, some of the items produced do not meet the design specification and are labelled as defective (or non-conforming) items. The warranty servicing costs for such items are high and can be reduced through a weeding process. This paper deals with life testing as a means to weed out defective items being released, and examines the optimal testing period for three different types of warranties.

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Servicing, Quality Design and Control

Cited by 13 publications

References 10 publications

Consumer response to service and product quality: A study of motor vehicle owners

Consumer response to service and product quality: A study of motor vehicle owners

References

Product warranty and quality control

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