1. No category

WEB APPENDIX
What Is Quality? An Integrative Framework of Processes and
States
Peter N. Golder, Debanjan Mitra, & Christine Moorman
Web Appendix A. Attribute Typology with Examples from Airline Context
Unambiguous
Ambiguous
Measurement Ambiguity
Customer Preference
Heterogeneous
Homogeneous
Attribute Type:
Preference Attributes
Attribute Type:
Universal Attributes
Airline example:
Arrival and departure times, meal
cuisine type, cabin temperature,
location of exits and lavatories,
seating configuration, seat material
(cloth or leather).
Attribute Type:
Idiosyncratic Attributes
Airline Example:
Aesthetics of an airline lounge,
physical appearance of agents and
flight attendants, interactions with
fellow passengers.
1
Airline example:
Flight delay incidence, legroom, seat
width, cabin noise, flight attendant
response time, airline safety record,
baggage handling time, baggage
mishandling rate.
Higher-level construals (e.g.,
helpfulness) of multiple
attributes. See the Quality
Experience Process section for
a discussion of this point.
Web Appendix B. Categorizing Quality Research Published in the Journal of Marketing and Management Science (1988-2010)
Framework
Feature
Process or Linka
The Quality
Experience Process
The
Three
Quality
Processes
Links
Between
Three
Quality
Processesa
Journal of Marketing
Management Science
Cronin Jr. and Taylor 1992, 1994; Hennig-Thurau et al. 2006; Price et al. 1995; Barron and Barrett 1996; Ferran and Watts 2008; Guo 2009; Lynch et al. 1994;
Teas 1993, 1994.
Overby and Jap 2009.
Aaker and Keller 1990; Anderson et al. 1994; Argo et al. 2010; Bolton et al.
Karmarkar and Pitbladdo 1997.
2008; Brady and Cronin 2001; Brown and Swartz 1989; De Wulf et al. 2001;
Fornell 1992; Fornell et al. 1996; Grewal et al. 1998; Han et al. 2010; Homburg
The Quality
et al. 2008; Klein et al. 1998; Lambert-Pandraud and Laurent 2010; Moon et al.
Evaluation Process
2010; Oliva et al. 1992; Palmatier 2008; Palmatier et al. 2006; Parasuraman et
al. 1994; Price and Arnould 1999; Van Doorn and Verhoef 2008; Völckner and
Sattler 2006; Yorkston et al. 2010; Zeithaml 1988; Zeithaml et al. 1988;
Zeithaml et al. 1996.
Cannon and Homburg 2001; Singh 2000.
Baiman et al. 2000; Balachandran and Radhakrishnan 2005; Banciu et al. 2010;
Bassok and Akella 1991; Benjaafar et al. 2007; Cheng and Nault 2007; Choo et al.
2007; Gal-Or 1995; Gans 2002; Gokpinar et al. 2010; Hwang et al. 2006; Kaijie et al.
The Quality
2007; Li and Rajagopalan 1998; Marcellus and Dada 1991; Mukhopadhyay et al.
Production Process
1997; Naveh and Erez 2004; Peters et al. 1988; Prasad et al. 2010; Reyniers and
Tapiero 1995; Ren and Zhou 2008; Tagaras and Lee 1996; Terweisch and Xu 2008;
Tucker et al. 2007; Wang et al. 2010; Zhu et al. 2007.
Marinova et al. 2008; Sarin and Mahajan 2001; Sethi 2000.
Ballou et al. 1998; Berk and Moinzadeh 1998; Diwas and Terweisch 2009; Harter et
al. 2000; Krishnan et al. 2000; Pang and Whitt 2009; Parssian et al. 2004; Ramdas
CL1
and Randall 2008; Reyniers and Tapiero 1995; Roth and Jackson 1995; Soteriou and
Zenios 1999.
Bolton and Drew 1991; Huang et al. 2009; Ostrom and Iacobucci 1995; Price
Balachander 2001; Bolton et al. 2006; Ferran and Watts 2008 ; Porter and Donthu
Contempora2008; Rhee 1996 ; Simonsohn and Ariely 2008.
neous
CL2 and Arnould 1999; Price et al. 1995; Richardson et al. 1994; Rust et al. 1995;
Stremersch et al. 2007; Tellis and Gaeth 1990; Ulaga and Eggert 2006.
Links (CL)
Bendapudi and Leone 200; Bitner 1990; Bitner et al. 1994; Crosby et al. 1990; Chen 2001; MacDuffie et al. 1996; Oliva and Sterman 2001.
DeKinder and Kohli 2008; Fuchs et al. 2010; Hartline and Ferrell 1996; Keh
CL3 and Pang 2010; Ostrom and Iacobucci 1995; Marinova et al. 2008; Meuter et al.
2000.
Berry et al. 2002; Bhattacharya and Sen 2003; Bloch 1995; Chan et al. 2010;
Bhandari et al. 2008; Bharadwaj et al. 2008; Diwas and Terweisch 2009; Hopp et al.
DL1 Chitturi et al. 2008; Henderson et al. 2004; Schau et al. 2009; Vargo and Lusch 2007; Kellogg and Chase 1995; Ren and Zhou 2008.
2004.
DL2 Dawar and Parker 1994; Erdem et al. 2006; Hoch and Deighton 1989; Kirmani Conlon et al. 2001.
and Rao 2000; Li et al. 2009.
Dynamic
Day 1994; Donavan et al. 2004; Green and Srinivasan 1990; Hartline et al.
Arora et al. 2006; Ata and Van Miegham 2009; Banker et al. 1998; Bassok and
Links (DL)
2000; Hartline and Ferrell 1996; Jaworski and Kohli 1993; Joshi 2010; Kohli
Akella 1991; Benson et al. 1991; Bhandari et al. 2008; Chen 2001; Choudhary et al.
and Jaworski 1990; Koenigsberg et al. 2010; Marinova et al. 2008; Narver and 2005; Das and Chen 2007; Gans 2002; Hosanagar et al. 2005; Ittner et al. 2001; Jiang
et al. 2007; Jouini et al. 2008; Kim and Chhajed 2002; Li and Rajagopalan 1998;
DL3 Slater 1990; Slater and Narver 1994, 1995.
Marcellus and Dada 1991; Melumad and Ziv 2004; Mukherjee and Lapre 1998; Oliva
and Sterman 2001; Parlar and Sharafali 2008; Plambeck and Wang 2009; Ren and
Zhou 2008; Rhee 1996; Jerath et al. 2010; Tomlin and Wang 2008; Xu 2009.
a
See Figure 2 for the location of each Contemporaneous Link (CL) and Dynamic Link (DL) in our framework. Construct labels do not always match those used
by other authors. When a paper focuses on relationships between more than two variables, we classify it by the primary relationship examined in the paper.
2
Web Appendix B (contd.)
Framework
Feature
Additional
Links
Examined
in the
Quality
Literature
Process or Link
Journal of Marketing
Management Science
The Effect of
Competitor Marketing
Mix Variables on
Customers‟ Quality
Evaluations
Biehal and Sheinin 2007; Morgan and Rego 2009; Sivakumar and Raj 1997.
Chambers et al. 2006; Ho and Zheng 2004.
The Effect of Firm
Non-Quality
Marketing Mix
Variables on
Customers‟ Quality
Evaluations
Biehal and Sheinin 2007; Bolton and Myers 2003; Chandon et al. 2000;
Curry and Riesz 1988; Grewal et al. 1998; Hite and Fraser 1988; Kirmani
and Rao 2000; Luo and Bhattacharya 2006; Mentzer et al. 2001; Srinivasan
et al. 2009; Morgan and Rego 2009; Richardson et al. 1994; Sivakumar and
Raj 1997; Tellis and Gaeth 1990.
Balachander and Srinivasan 1994; Shoemaker et al. 2003; Stiving 2000.
Anderson et al. 1994; Fornell et al. 2006; Luo and Bhattacharya 2006;
Mantrala et al. 2007; Morgan and Rego 2009; Rust et al. 2004; Rust et al.
2002; Rust et al. 1995; Srinivasan et al. 2009.
Bohlmann et al. 2002; Hendricks and Singhal 1996, 1997, 2001; Karmarkar and
Pitbladdo 1997; Roth and Jackson 1995; Sterman and Repenning 1997.
Anderson et al. 1994; Binken and Stremersch 2009; Day 1994; Donavan et
al. 2004; Homburg et al. 2008; Jaworski and Kohli 1993; Kohli and Jaworski
1990; Kumar et al. 2008; Kumar et al. 2010; Mittal et al. 2004; Morgan and
Rego 2009; Narver and Slater 1990; Palmatier 2008; Slater and Narver 1994,
1995; Voss et al. 2010; Wübben and Wangenheim 2008.
Bohlmann et al. 2002 ; Chen 2001; Gao et al. 2010; Oliva and Sterman 2001;
Rhee 1996.
Rust et al. 2002.
Baiman et al. 2000; Bhargava and Choudhury 2008; Bhaskaran and Krishnan
2009; Chao et al. 2009; Chambers et al. 2006; Demirhan et al. 2007; Fisher and
Ittner 1999; Guo and Zipkin 2007; Gurvich et al. 2008; Harter and Slaughter
2003; Haefliger et al. 2008; Ittner and Larcker 1997; Moinzadeh and Klastorin
1995; Nandakumar et al. 1993; Soteriou and Zenios 1999; Sterman and
Repenning 1997; Tomlin and Wang 2008; Zhu et al. 2007.
Desai et al. 2008; Hellofs and Jacobson 1999.
Bolton et al. 2004; Dellarocas 2003; Shane and Cable 2002.
The Effect of
Customers‟ Quality
Evaluations on Firm
Financial Performance
The Effect of
Customers‟ Quality
Evaluations on Firm
Product-Market
Performance
The Effect of the
Quality Production
Process on Firm
Financial Performance
The Effect of Firm
Product-Market
Performance on
Customers‟ Quality
Evaluations
3
Web Appendix C. References for Papers Appearing Only in Web Appendix B
Aaker, David A. and Kevin Lane Keller (1990), “Consumer Evaluations of Brand Extensions,”
Journal of Marketing, 54 (1), 27-41.
Aaker Jennifer L. (1997), “Dimensions of Brand Personality,” Journal of Marketing Research,
34 (3), 347-356.
Argo, Jennifer J., Monica Popa, and Malcolm C. Smith (2010), “The Sound of Brands,” Journal
of Marketing, 74 (4), 97-109.
Arora, Ashish, Jonathan P. Caulkins, and Rahul Telang (2006), “Sell First, Fix Later: Impact of
Patching on Software Quality,” Management Science, 52 (3), 465-471.
Ata, Baris, and Jan A. Van Mieghem (2009), “The Value of Partial Resource Pooling: Should a
Service Network Be Integrated or Product-Focused?” Management Science 55 (1), 115-131.
Baiman, Stanley, Paul E. Fischer, and Madhav V. Rajan (2000), “Information, Contracting, and
Quality Costs,” Management Science, 46 (6), 776-789.
Balachander, Subramanian (2001), “Warranty Signalling and Reputation,” Management Science,
47 (9), 1282-1289.
--- and Kannan Srinivasan (1994), “Selection of Product Line Qualities and Prices to Signal
Competitive Advantage,” Management Science, 40 (7), 824-841.
Balachandran, Kashi R. and Suresh Radhakrishnan (2005), “Quality Implications of Warranties
in a Supply Chain,” Management Science, 51 (8), 1266-1277.
Ballou, Donald, Richard Wang, Harold Pazer, and Giri KumarTayi (1998), “Modeling
Information Manufacturing Systems to Determine Information Product Quality,”
Management Science, 44 (4), 462-484.
Banciu, Mihai, Esther Gal-Or, and Prakash Mirchandani (2010), “Bundling Strategies when
Products are Vertically Differentiated and Capacities are Limited,” Management Science, 56
(12), 2207-2223.
Banker, Rajiv D., Inder Khosla, and Kingshuk K. Sinha (1998), “Quality and Competition,”
Management Science, 44 (9), 1179-1192.
Barron, Hutton F. and Bruce E. Barrett (1996), “Decision Quality Using Ranked Attribute
Weights,” Management Science, 42 (11), 1515-1523.
Bassok, Yehuda and Ram Akella (1991), “Ordering and Production Decisions with Supply
Quality and Demand Uncertainty,” Management Science, 37 (12), 1556-1574.
Benjaafar, Saif, Ehsan Elahi, and Karen L. Donohue (2007), “Outsourcing via Service
Competition,” Management Science, 53 (2), 241-259
Benson, P. George, Jayant V. Saraph, and Roger G. Schroeder (1991), “The Effects of
Organizational Context on Quality Management: An Empirical Investigation,” Management
Science, 37 (9), 1107-1124.
Berk, Emre and Kamran Moinzadeh (1998), “The Impact of Discharge Decisions on Health Care
Quality,” Management Science, 44 (3), 400-415.
4
Berry, Leonard L., Kathleen Seiders, and Dhruv Grewal (2002), “Understanding Service
Convenience,” Journal of Marketing, 66 (3), 1-17.
Bhandari, Atul, Alan Scheller-Wolf, and Mor Harchol-Balter (2008), “An Exact and Efficient
Algorithm for the Constrained Dynamic Operator Staffing Problem for Call Centers,”
Management Science, 54 (2), 339-353.
Bhardwaj, Pradeep, Yuxin Chen, and David Godes (2008), “Buyer-Initiated vs. Seller-Initiated
Information Revelation,” Management Science, 54 (6), 1104-1114.
Bhargava, Hemant K. and Vidyanand Choudhary (2008), “When Is Versioning Optimal for
Information Goods?” Management Science, 54 (5), 1029-1035.
Bhaskaran, Sreekumar R. and V. Krishnan (2009), “Effort, Revenue, and Cost Sharing
Mechanisms for Collaborative New Product Development,” Management Science, 55 (7),
1152-1169.
Bhattacharya, C. B. and Sankar Sen (2003), “Consumer--Company Identification: A Framework
for Understanding Consumers‟ Relationships with Companies,” Journal of Marketing, 67 (2),
76-88.
Biehal, Gabriel J. and Daniel A. Sheinin (2007), “The Influence of Corporate Messages on the
Product Portfolio,” Journal of Marketing, 71 (2), 12-25.
Binken, Jeroen L. G. and Stefan Stremersch (2009), “The Effect of Superstar Software on
Hardware Sales in System Markets,” Journal of Marketing, 73 (2), 88-104.
Bitner, Mary Jo (1990), “Evaluating Service Encounters: The Effects of Physical Surroundings
and Employee Responses,” Journal of Marketing, 54 (2), 69-82.
---, Bernard H. Booms, and Lois A. Mohr (1994), “Critical Service Encounters: The Employee‟s
Viewpoint,” Journal of Marketing, 58 (4), 95-106.
Bloch, Peter H. (1995), “Seeking the Ideal Form: Product Design and Consumer Response,”
Journal of Marketing, 59 (3), 16-29.
Bohlmann, Jonathan D., Peter N. Golder, and Debanjan Mitra (2002), “Deconstructing the
Pioneer‟s Advantage: Examining Vintage Effects and Consumer Valuations of Quality and
Variety,” Management Science, 48 (9), 1175-1195.
Bolton, Gary E., Elena Katok, and Axel Ockenfels (2004), “How Effective are Electronic
Reputation Mechanisms? An Experimental Investigation,” Management Science, 50 (11),
1587-1602.
Bolton, Ruth N., and Matthew B. Myers (2003), “Price-Based Global Market Segmentation for
Services,” Journal of Marketing, 67 (3), 108-128.
---, Katherine N. Lemon, and Matthew D. Bramlett (2006), “The Effect of Service Experiences
over Time on a Supplier‟s Retention of Business Customers,” Management Science, 52 (12),
1811-1823.
--- and James H. Drew (1991), “A Longitudinal Analysis of the Impact of Service Changes on
Customer Attitudes,” Journal of Marketing, 55 (1), 1-9.
Brady, Michael K. (2001), “Some New Thoughts on Conceptualizing Perceived Service Quality:
A Hierarchical Approach,” Journal of Marketing, 65 (3), 34-49.
5
Brown, Stephen W. and Teresa A. Swartz (1989), “A Gap Analysis of Professional Service
Quality,” Journal of Marketing, 53 (2), 92-98.
Cannon, Joseph P. and Christian Homburg (2001), “Buyer-Supplier Relationships and Customer
Firm Costs,” Journal of Marketing, 65 (1), 29-43.
Chambers, Chester, Panos Kouvelis, and John Semple (2006), “Quality-Based Competition,
Profitability, and Variable Costs,” Management Science, 52 (12), 1884-1895.
Chan, Kimmy Wa, Chi Kin (Bennett) Yim, Simon S.K. Lam (2010), “Is Customer Participation
in Value Creation a Double-Edged Sword? Evidence from Professional Financial Services
Across Cultures,” Journal of Marketing, 74 (3), 48-64.
Chandon, Pierre, Brian Wansink, and Gilles Laurent (2000), “A Benefit Congruency Framework
of Sales Promotion Effectiveness,” Journal of Marketing, 64 (4), 65-81.
Chao, Gary H., Seyed M. R. Iravani, and R. Canan Savaskan (2009), “Quality Improvement
Incentives and Product Recall Cost Sharing Contracts,” Management Science 55 (7), 11221138.
Chen, Chialin (2001), “Design for the Environment: A Quality-Based Model for Green Product
Development,” Management Science, 47 (2), 250-263.
Cheng, Zhuo (June), Barrie R. Nault (2007), “Industry Level Supplier-Driven IT Spillovers,”
Management Science 53 (8), 1199-1216.
Chitturi, Ravindra, Rajagopal Raghunathan, and Vijay Mahajan (2008), “Delight by Design: The
Role of Hedonic Versus Utilitarian Benefits,” Journal of Marketing, 72 (3), 48-63.
Choo, Adrian S., Kevin W. Linderman, Roger G. Schroeder (2007), “Method and Psychological
Effects on Learning Behaviors and Knowledge Creation in Quality Improvement Projects,”
Management Science, 53 (3), 437-450.
Choudhary, Vidyanand, Anindya Ghose, Tridas Mukhopadhyay, and Uday Rajan (2005),
“Personalized Pricing and Quality Differentiation,” Management Science, 51 (7), 1120-1130.
Conlon, Edward, Sarv Devaraj, and Khalil F. Matta (2001), “The Relationship Between Initial
Quality Perceptions and Maintenance Behavior: The Case of the Automotive Industry,”
Management Science, 47 (9), 1191-1202.
Crosby, Lawrence A., Kenneth A. Evans, and Deborah Cowles (1990), “Relationship Quality in
Services Selling: An Interpersonal Influence Perspective,” Journal of Marketing, 54 (3), 6881.
Curry, David J. and Peter C. Riesz (1988), “Prices and Price/ Quality Relationships: A
Longitudinal Analysis,” Journal of Marketing, 52 (1), 36-51.
Das, Sanjiv R. and Mike Y. Chen (2007), “Yahoo! for Amazon: Sentiment Extraction from
Small Talk on the Web,” Management Science, 53 (9), 1375-1388.
Dawar, Niraj and Philip Parker (1994), “Marketing Universals: Consumers‟ Use of Brand Name,
Price, Physical Appearance, and Retailer,” Journal of Marketing, 58 (2), 81-95.
Day, George S. (1994), “The Capabilities of Market-Driven Organizations,” Journal of
Marketing, 58 (4), 37-52.
6
De Wulf, Kristof, Gaby Odekerken-Schroder, and Dawn Iacobucci (2001), “Investments in
Consumer Relationships: A Cross-Country and Cross-Industry Exploration,” Journal of
Marketing, 65 (4), 33-50.
DeKinder, Jade S. and Ajay K. Kohli (2008), “Flow Signals: How Patterns over Time Affect the
Acceptance of Start-Up Firms,” Journal of Marketing, 72 (5), 84-97.
Dellarocas, Chrysanthos (2003), “The Digitization of Word of Mouth: Promise and Challenges
of Online Feedback Mechanisms,” Management Science, 49 (10), 1407-1424.
Demirhan, Didem, Varghese S. Jacob, and Srinivasan Raghunathan (2007), “Strategic IT
Investments: The Impact of Switching Cost and Declining IT Cost,” Management Science, 53
(2), 208-226.
Desai, Preyas S., Ajay Kalra, and B. P. S. Murthi (2008), “When Old Is Gold: The Role of
Business Longevity in Risky Situations,” Journal of Marketing, 72 (1), 95-107.
Diwas S. Kc. and Christian Terwiesch (2009), “Impact of Workload on Service Time and Patient
Safety: An Econometric Analysis of Hospital Operations,” Management Science, 55 (9),
1486-1498.
Donavan, D. Todd, Tom J. Brown, and John C. Mowen (2004), “Internal Benefits of ServiceWorker Customer Orientation: Job Satisfaction, Commitment, and Organizational Citizenship
Behaviors,” Journal of Marketing, 68 (1), 128-146.
Erdem, Tulin, Joffre Swait, and Ana Valenzuela (2006), “Brands as Signals: A Cross-Country
Validation Study,” Journal of Marketing, 70 (1), 34-49.
Ferran, Carlos and Stephanie Watts (2008), “Videoconferencing in the Field: A Heuristic
Processing Model,” Management Science, 54 (9), 1565-1578.
Fisher, Marshall L. and Christopher D. Ittner (1999), “The Impact of Product Variety on
Automobile Assembly Operations: Empirical Evidence and Simulation Analysis,”
Management Science, 45 (6), 771-786.
Fornell, Claes (1992), “A National Customer Satisfaction Barometer: The Swedish Experience,”
Journal of Marketing, 56 (1), 6-21.
---, Michael D. Johnson, Eugene W. Anderson, Cha Jaesung, and Barbara Everitt Bryant (1996),
“The American Customer Satisfaction Index: Nature, Purpose, and Findings,” Journal of
Marketing, 60 (4), 7-18.
---, Sunil Mithas, Forrest V. Morgeson III, and M.S. Krishnan (2006), “Customer Satisfaction
and Stock Prices: High Returns, Low Risk,” Journal of Marketing, 70 (1), 3-14.
Fuchs, Christoph, Emanuela Prandelli, Martin Schreier (2010), “The Psychological Effects of
Empowerment Strategies on Consumers‟ Product Demand,” Journal of Marketing, 74 (1), 6579.
Gal-Or, Esther (1995), “Maintaining Quality Standards in Franchise Chains,” Management
Science, 41 (11), 1774-1793.
Gans, Noah (2002), “Customer Loyalty and Supplier Quality Competition,” Management
Science, 48 (2), 207-221.
7
Gao, Guodong (Gordon), Anandasivam Gopal, and Ritu Agarwal (2010), “Contingent Effects of
Quality Signaling: Evidence from the Indian Offshore IT Services Industry,” Management
Science, 56 (6), 1012-1029.
Gokpinar, Bilal, Wallace J. Hopp, and Seyed M. R. Iravani (2010), “The Impact of Misalignment
of Organizational Structure and Product Architecture on Quality in Complex Product
Development,” Management Science, 56 (3), 468-484.
Grewal, Dhruv, Kent B. Monroe, and R. Krishnan (1998), “The Effects of Price-Comparison
Advertising on Buyers‟ Perceptions of Acquisition Value, Transaction Value, and Behavioral
Intentions,” Journal of Marketing, 62 (2), 46-59.
Guo, Liang (2009), “Quality Disclosure Formats in a Distribution Channel,” Management
Science, 55 (9), 1513-1526.
Guo, Pengfei and Paul Zipkin (2007), “Analysis and Comparison of Queues with Different
Levels of Delay Information,” Management Science, 53 (6), 962-970.
Gurvich, Itay, Mor Armony, and Avishai Mandelbaum (2008), “Service-Level Differentiation in
Call Centers with Fully Flexible Servers,” Management Science, 54 (2), 279-294.
Haefliger, Georg Stefan von Krogh, and Sebastian Spaeth (2008), “Code Reuse in Open Source
Software,” Management Science 54 (1), 180-193.
Han, Young Jee, Joseph C. Nunes, and Xavier Drèze (2010), “Signaling Status with Luxury
Goods: The Role of Brand Prominence,” Journal of Marketing, 74 (4), 15-30.
Harter, Donald E. and Sandra A. Slaughter (2003), “Quality Improvement and Infrastructure
Activity Costs in Software Development: A Longitudinal Analysis,” Management Science, 49
(6), 784-800.
---, Mayuram S. Krishnan, and Sandra A. Slaughter (2000), “Effects of Process Maturity on
Quality, Cycle Time, and Effort in Software Product Development,” Management Science, 46
(4), 451-466.
Hartline, Michael D. and O. C. Ferrell (1996), “The Management of Customer-Contact Service
Employees: An Empirical Investigation,” Journal of Marketing, 60 (4), 52-70.
---, James G. Maxham III, and Daryl O. McKee (2000), “Corridors of Influence in the
Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees,”
Journal of Marketing, 64 (2), 35-50.
Henderson Pamela W., Joan L. Giese, and Joseph A. Cote (2004), “Impression Management
Using Typeface Design,” Journal of Marketing, 68 (4), 60-72.
Hendricks, Kevin B. and Vinod R. Singhal (1996), “Quality Awards and the Market Value of the
Firm: An Empirical Investigation,” Management Science, 42 (3), 415-436.
--- and --- (1997), “Does Implementing an Effective TQM Program Actually Improve Operating
Performance? Empirical,” Management Science, 43 (9), 1258-1274.
--- and --- (2001), “The Long-Run Stock Price Performance of Firms with Effective TQM
Programs,” Management Science, 47 (3), 359-68.
Hite, Robert E. and Cynthia Fraser (1988), “Meta-Analyses of Attitudes Toward Advertising by
Professionals,” Journal of Marketing, 52 (3), 95-103.
8
Ho, Teck H. and Yu-Sheng Zheng (2004), “Setting Customer Expectation in Service Delivery:
An Integrated Marketing-Operations Perspective,” Management Science, 50 (4), 479-488.
Homburg, Christian, Mathias Droll, and Dirk Totzek (2008), “Customer Prioritization: Does It
Pay Off, and How Should It Be Implemented?,” Journal of Marketing, 72 (5), 110-130.
Hopp, Wallace J., Seyed M. R. Iravani, and Gigi Y. Yuen (2007), “Operations Systems with
Discretionary Task Completion,” Management Science, 53 (1), 61-77.
Hosanagar, Kartik, Ramayya Krishnan, John Chuang, and Vidyanand Choudhary (2005),
“Pricing and Resource Allocation in Caching Services with Multiple Levels of Quality of
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Huang, Peng, Nicholas H. Lurie, and Sabyasachi Mitra (2009), “Searching for Experience on the
Web: An Empirical Examination of Consumer Behavior for Search and Experience Goods,”
Journal of Marketing, 73 (2), 55-69.
Hwang, Iny, Suresh Radhakrishnan, and Lixin Su (2006), “Vendor Certification and Appraisal:
Implications for Supplier Quality,” Management Science, 52 (10), 1472-1482.
Ittner, Christopher D. and David F. Larcker (1997), “The Performance Effects of Process
Management Techniques,” Management Science, 43 (4), 522-534.
---, Venky Nagar, and Madhav V. Rajan (2001), “An Empirical Examination of Dynamic
Quality-Based Learning Models,” Management Science, 47 (4), 563-578.
Jaworski, Bernard J. and Ajay K. Kohli (1993), “Market Orientation: Antecedents and
Consequences,” Journal of Marketing, 57 (3), 53-70.
Jerath, Kinshuk, Serguei Netessine, and Senthil K. Veeraraghavan (2010), “Revenue
Management with Strategic Customers: Last-Minute Selling and Opaque Selling,”
Management Science, 56 (3), 430-448.
Jiang, Zhengrui, Sumit Sarkar, Prabuddha De, and Debabrata Dey (2007), “A Framework for
Reconciling Attribute Values from Multiple Data Sources,” Management Science, 53 (12),
1946-1963.
Joshi, Ashwin W. (2010), “Salesperson Influence on Product Development: Insights from a
Study of Small Manufacturing Organizations,” Journal of Marketing, 74 (1), 94-107.
Jouini, Oualid, Dallery and Rabie Nait-Abdallah Yves (2008), “Analysis of the Impact of TeamBased Organizations in Call Center Management,” Management Science, 54 (2), 400-414.
Kaijie, Zhu, Rachel Q. Zhang, and Tsung Fugee (2007), “Pushing Quality Improvement Along
Supply Chains,” Management Science, 53 (3), 421-436.
Karmarkar, Uday S. and Richard C. Pitbladdo (1997), “Quality, Class, and Competition,”
Management Science, 43 (1), 27-39.
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Marketing, 74 (2), 55-70.
Kellogg, Deborah L. and Richard B. Chase (1995), “Constructing an Empirically Derived
9
Measure for Customer Contact,” Management Science, 41 (11), 1734-1750.
Kim, Kilsun and Dilip Chhajed (2002), “Product Design with Multiple Quality-Type Attributes,”
Management Science, 48 (11), 1502-1511.
Klein, Jill Gabrielle, Richard Ettenson, and Marlene D. Morris (1998), “The Animosity Model of
Foreign Product Purchase: An Empirical Test in the People‟s Republic of China,” Journal of
Marketing, 62 (1), 89-100.
Koenigsberg, Oded, Rajeev Kohli, Ricardo Montoya, and Clave Palabras, “Package Size
Decisions,” Management Science, 56 (3), 485–494.
Kohli, Ajay K. and Bernard J. Jaworski (1990), “Market Orientation: The Construct, Research
Propositions, and Managerial Implications,” Journal of Marketing, 54 (2), 1-18.
---, ---, and Ajith Kumar (1993), “MARKOR: A Measure of Market Orientation,”Journal of
Marketing Research, 30 (4), 467-477.
Krishnan, M. S., C. H. Kriebel, Sunder Kekre, and Tridas Mukhopadhyay (2000), “An Empirical
Analysis of Productivity and Quality in Software Products,” Management Science, 46 (6),
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