Service quality as a competitive opportunity

Abstract

Quality has progressed from a rough conceptualization of a tactical problem to a viable competitive opportunity that should be maximized strategically. We discuss the viability of quality as a sustainable competitive advantage. Based on a longitudinal study of general service hospitals, we provide results indicating that quality not only has a temporal effect on organizational performance, but also translates into long‐term benefits. The findings of this study reinforce anecdotal claims of the efficacy of quality‐based strategies in improving organizational performance.

Citation

Inhofe Rapert, M. and Wren, B.M. (1998), "Service quality as a competitive opportunity", Journal of Services Marketing, Vol. 12 No. 3, pp. 223-235. https://doi.org/10.1108/08876049810219539