Publications

September–October 1990
Article

Zero Defections: Quality Comes to Services

By: F. Reichheld and W. E. Sasser Jr.

Keywords: Quality

March–April 2013
Article

Expected Firm Altruism, Quality Provision, and Brand Extensions

By: Julio J. Rotemberg

A setting is considered where consumers keep track of the extent to which brands care about them, which is modeled as altruism of brands towards their target consumers. Consumers who purchase an experience good of high quality reasonably deduce that the supplier of... View Details

Keywords: Customers; Quality; Consumer Behavior; Attitudes; Brands and Branding

November 1986
Background Note

Quality Control in Antibiotic Therapy

December 1989 (Revised January 1991)
Background Note

Malcolm Baldrige National Quality Award

2010
Working Paper

Quality Provision, Expected Firm Altruism and Brand Extensions

By: Julio J. Rotemberg

This paper studies quality choice in a model where consumers expect firms to act altruistically. It is shown that, under plausible assumptions regarding this altruism and the reaction of consumers to firms that demonstrate insufficient altruism, existing firms (or... View Details

Keywords: Brands and Branding; Consumer Behavior; Product Development; Corporate Social Responsibility and Impact; Quality; Mathematical Methods

Read Now

11 Dec 2008
Working Paper Summaries

Quality Management and Job Quality: How the ISO 9001 Standard for Quality Management Systems Affects Employees and Employers

Keywords: by David I. Levine & Michael W. Toffel

September 2018 (Revised January 2019)
Case

Sobha Group Real Estate: Backward Integration for Quality

By: John Macomber and Alpana Thapar

From humble beginnings in Kerala, India, Mr. PNC Menon built a reputation for quality, detail, and trustworthiness, earning him major construction commissions in the Gulf region. This paved the way for venturing into real estate development in Dubai, UAE. Striving to... View Details

Keywords: Real Estate; Backward Integration; Land Acquisition; Raising Capital; Construction; Family Business; Decision Making; Joint Ventures; Quality; Real Estate Industry; Construction Industry; India; Middle East; Dubai

12 Nov 2018
Working Paper Summaries

Product Quality and Entering Through Tying: Experimental Evidence

Keywords: by Hyunjin Kim and Michael Luca; Technology; Web Services

22 Apr 2010
Working Paper Summaries

Audit Quality and Auditor Reputation: Evidence from Japan

Keywords: by Douglas J. Skinner & Suraj Srinivasan

14 May 2009
Working Paper Summaries

Quantity vs. Quality and Exclusion by Two-Sided Platforms

Keywords: by Andrei Hagiu; Video Game; Web Services

June 1992 (Revised May 1996)
Case

Xerox Corp.: Leadership Through Quality (B)

Provides an evaluation of the "Leadership Through Quality" effort at Xerox. The assessment includes both negative and positive factors based on extensive interviews and surveys. Based on this assessment, a plan of action is determined and presented which was endorsed... View Details

Keywords: Organizational Change and Adaptation; Quality; Service Industry; Electronics Industry

Research Summary

Integrated Care for Total Knee Replacement: Quality of Life, Quality of Movement, User Acceptability

This study provides an opportunity to focus on the challenge of cross-organizational coordination in the healthcare setting. It is structured as a randomized clinical trial involving seven European hospitals (in seven different countries). It is focused specifically... View Details

September 2003 (Revised January 2005)
Case

Bridges to Excellence: Bringing Quality Health Care to Life

By: Richard M.J. Bohmer, Ingrid Marie Nembhard and Robert Galvin

General Electric launched Bridges to Excellence Diabetes Care Link, a program through which enrolled physicians receive bonuses of up to 10% of their salary for delivering quality care to diabetic patients covered by a participating employer or health plan. A day... View Details

Keywords: Health Care and Treatment; Motivation and Incentives; Programs; Ethics; Quality; Moral Sensibility; Service Delivery; Compensation and Benefits; Health Industry

October 1988 (Revised March 1989)
Supplement

Florida Power Light Quality Improvement (QI) Story Exercise (B)

Designed to be used as an in-class handout after Florida Power Light Quality Improvement (QI) Story Exercise (A). A rewritten version of an earlier case by the same authors. View Details

Keywords: Quality; Utilities Industry; Florida

2018
Working Paper

Product Quality and Entering Through Tying: Experimental Evidence

Dominant platform businesses often develop products in adjacent markets to complement their core business. One common approach used to gain traction in these adjacent markets has been to pursue a tying strategy. For example, Microsoft pre-installed Internet Explorer... View Details

Keywords: Market Entry and Exit; Digital Platforms; Competitive Strategy; Product Marketing; Quality