TY  - GEN
AU  - GOLDER, PETER N
AU  - MITRA, DEBANJAN
TI  - What is quality? An inregrative framework of processes and states
PY  - 2012///
KW  - EXPECTATIONS
KW  - SERVICE QUALITY
N2  - Quality is acentral element in business strategy and academic research. Despite important research on quality, an opportunity for an integrative framework remains. The authors present an integrative frame work of quality that captures how firms and customers produce quality, how forms deliver and customers experience quality and how customers evaluate quality. the framework extends the literature in several ways
ER  -