Working Papers

Return on Quality (ROQ): Making Service Quality Financially Accountable

Roland T. Rust, Anthony J. Zahorik, and Timothy C. Keiningham

Jan 1, 1994

Describes a tool that managers can use to evaluate quality improvement expenditures as investments rather than as costs, thus helping them determine which aspects of quality are most worthy of resource allocation.

This resource is not available online.

By using MSI.org you agree to our use of cookies as identifiers and for other features of the site as described in our Privacy Policy.