This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
References
ISO9000 (2000), Quality Management and Assurance — Vocabulary, International Standardization Organization, Geneva, Switzerland.
Bruce, N. and Hunt, J. (1984), “How the photocopier works,” The Science Corner, http://www.physics.uoguelph.ca/summer/scor/articles/scor54.htm.
Rae, J. B. (1971), The Road and the Car in the American Life, MIT Press, Cambridge, MA.
Flink, J. J. (1970), America Adopts the Automobile, 1895–1910, MIT Press, Cambridge, MA.
Ward’s Automotive Yearbook, 1978–1998, Detroit.
Kececioglu, D. (1991). Reliability Engineering Handbook — Vol. 1, Prentice Hall, Englewoods Cliffs, NJ.
Engineering Opportunities, October 1964, pp. 14–15.
Appel, F.C. (1970). “The 747 ushers in a new era,” The American Way (magazine of the American Airlines Corp.), March 25–29.
Lele, M. M. (1983), “How to protect your unguarded battlefield,” Business Marketing, June, 69–76.
Lele, M. M., and Karmarkar, U. S. (1983), “Good product support is smart marketing,” Harvard Business Review 61, 124–132.
Ives, B., and Vitale, M. R. (1988), “After the sale: Leveraging maintenance policy over a warranty period,” Microelectronic Reliability 34, 529–534.
Ives, B., and Vitale, M. R. (1988), “After the sale: Leveraging maintenance with information technology,” MIS Quarterly 12, 7–21.
Ritchken, P. H., Chandramohan, J., and Tapieor, C. S. (1989), “Servicing, quality design and control,” IIE Transactions 21, 213–220.
Goffin, K. (1988), “Evaluating customer support needs during new product development — An exploratory study,” Journal of Product Innovation Management 15, 42–56.
Blumberg, D. F. (1991), Managing Service as a Strategic Profit Center, McGraw Hill Inc., New York.
Hayward, A. L. and Sparkes, J. J. (1984), The Concise English Dictionary, Omega Books, London.
Garvin, D. A. (1988). Managing Quality, Free Press, New York.
Evans, J. R., and Lindsay, W. M. (1999), The Management and Control of Quality, 4th Edition, Southwestern College Publishing, Cincinnati.
Wang, C. J. (1990), “Concept of durability index in product assurance planning,” Proceedings Annual Reliability and Maintainability Symposium, 221–227.
Nauman, E., and Jackson, D. W., Jr. (1999), “One more time: How do you satisfy customers? Business Horizons 42.3: 71–76.
Gitmore, J. (1998), Customer Satisfaction is Worthless: Customer Loyalty is Priceless, Bard Press, Austin,TX.
Reichland, F. F. (1996), The Loyalty Effect, Harvard Business School Press, Boston.
Archer, N. P. and Wesolowsky, G. O. (1996), “Consumer response to service and product quality: A study of motor vehicle owners,” Journal of Operations Management, 14, 103–118.
Oliver, R. L. (1996), Satisfaction: A Behavioral Perspective, McGraw-Hill, New York.
Homburg, C., and Rudolph, B. (2001), “Customer satisfaction in industrial markets: dimensional and multiple role issues,” Journal of Business Research 52, 15–33.
Court, E. T. (1981). “To specify reliability requirement does not ensure its achievement,” Reliability Engineering 2: 243–258.
Rights and permissions
Copyright information
© 2006 Springer-Verlag London
About this chapter
Cite this chapter
(2006). Products and Product Quality. In: Warranty Management and Product Manufacture. Springer Series in Reliability Engineering. Springer, London. https://doi.org/10.1007/1-84628-258-6_2
Download citation
DOI: https://doi.org/10.1007/1-84628-258-6_2
Publisher Name: Springer, London
Print ISBN: 978-1-85233-933-3
Online ISBN: 978-1-84628-258-4
eBook Packages: EngineeringEngineering (R0)