Getting Return on Quality: Revenue Expansion, Cost Reduction, or Both?

By Roland T. Rust, Christine Moorman, Peter R. Dickson. 2002

687 citations recorded by the source corpus.

Subfields: Management Information Systems, Organizational Behavior and Human Resource Management, Strategy and Management

View Paper: https://www.semanticscholar.org/paper/acd7b148a2cec8327d70bf5a4afe49742d733821

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In Management Information Systems

In Organizational Behavior and Human Resource Management

In Strategy and Management

Citations in the corpus

Price-Based Global Market Segmentation for Services (2003, background): “Recent empirical research suggests that service organizations that adopt a revenue expansion emphasis in which customization plays a key role perform better than firms that try to emphasize both revenue expansion and cost reduction (Rust, Moorman, and Dickson 2002).”
Which Competitive Advantage(s)? Competitive Advantage–Market Performance Relationships in International Markets (2017, background): “…differentiation-related components, and the expectation for a company operating in competitive environments is that it excels inone competitive advantage dimension while achieving industry-average levels in the other (Acquaah and Yasai-Ardekani 2008; Grant 2016; Rust, Moorman, and Dickson 2002).”
Product and Process Productivity: Implications for quality choice and conditional exporter premia (2013, background): “3 base their success on an effi cient management of the production process (high ϕ) others thrive based on their ability to create goods that consumers value through product differentiation (high ξ) (e.g. Porter 1980, Rust et al 2002).”
The asymmetric moderating role of market orientation on the ambidexterity–firm performance relationship for prospectors and defenders (2008, background): “All rights reserved. doi:10.1016/j.indmarman.2007.05.002 economies of scale, and optimal capacity utilization represent the hallmarks that define their exploitation capabilities (Rust et al., 2002; Slater & Narver, 1993).”
The Long-Term Stock Market Valuation of Customer Satisfaction (2008, background): “Rust, Moorman, and Dickson (2002) find that firms that primarily adopt a revenue expansion emphasis perform better than those that emphasize cost reduction.”
Consumer Negative Voice and Firm-Idiosyncratic Stock Returns (2007, positive): “In line with the work of Rust, Moorman, and Dickson (2002), a time lag between the dependent variable (time t + 1) and its predictors (time t) is introduced to ensure the causal direction and to match the hypothesis; that is, current consumer negative voice reduces a firm’s future idiosyncratic…”
Idea generation: customer co‐creation versus traditional market research techniques (2011, background): “Secondly, the study controlled for firm size, which has previously been shown to influence product development activities (Narver and Slater, 1990) and can also indicate the level of a firm’s resources (Rust et al., 2002).”
Measuring Marketing Productivity: Current Knowledge and Future Directions (2004, background): “Research has shown that there may be trade-offs between service quality improvements that increase revenue and those that reduce costs (Anderson, Fornell, and Rust 1997; Rust, Moorman, and Dickson 2002).”