DocumentCode
1549521
Title
Quality after the scale: a marketing tool [telecommunication products]
Author
Thatcher, Ance W.
Author_Institution
Thatcher Group, Windham, NH, USA
Volume
6
Issue
8
fYear
1988
fDate
10/1/1988 12:00:00 AM
Firstpage
1294
Lastpage
1298
Abstract
Reviews how vendors of electronic telecommunications products can modify the quality factors associated with service after the sale to increase or decrease perceived values. The author makes the following points: reliability is the key measurement of quality for high-technology products; customers are willing to pay more for reliable (i.e. better quality) products; resolving design and manufacturing deficiencies after the sale is the most costly way to address product problems; and almost all products require service, and customers will pay more for prompt and effective service, so that quality after the sale can be a marketing tool
Keywords
quality control; reliability; telecommunication equipment; electronic telecommunications products; high-technology products; marketing tool; quality after the sale; quality factors; reliability; Communication equipment; Consumer electronics; Costs; Customer satisfaction; Electronic equipment manufacture; Maintenance; Marketing and sales; Q factor; Telecommunications; Warranties;
fLanguage
English
Journal_Title
Selected Areas in Communications, IEEE Journal on
Publisher
ieee
ISSN
0733-8716
Type
jour
DOI
10.1109/49.7857
Filename
7857
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