{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2024,9,4]],"date-time":"2024-09-04T17:40:09Z","timestamp":1725471609823},"reference-count":41,"publisher":"Informa UK Limited","issue":"1","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["Total Quality Management & Business Excellence"],"published-print":{"date-parts":[[2010,1]]},"DOI":"10.1080\/14783360903492546","type":"journal-article","created":{"date-parts":[[2010,1,22]],"date-time":"2010-01-22T13:09:33Z","timestamp":1264165773000},"page":"21-42","source":"Crossref","is-referenced-by-count":11,"title":["Measuring the return of quality investments"],"prefix":"10.1080","volume":"21","author":[{"given":"Pedro S.","family":"Coelho","sequence":"first","affiliation":[]},{"given":"Manuel J.","family":"Vilares","sequence":"additional","affiliation":[]}],"member":"301","reference":[{"key":"CIT0001","doi-asserted-by":"publisher","DOI":"10.2307\/3152193"},{"key":"CIT0002","volume-title":"Linking customer and employee satisfaction to the bottom line","author":"Allen D. R.","year":"2002"},{"key":"CIT0003","doi-asserted-by":"publisher","DOI":"10.1177\/109467059800100102"},{"key":"CIT0004","doi-asserted-by":"publisher","DOI":"10.2307\/1252310"},{"key":"CIT0005","doi-asserted-by":"publisher","DOI":"10.1509\/jmkg.68.4.172.42723"},{"key":"CIT0006","doi-asserted-by":"publisher","DOI":"10.1287\/mksc.16.2.129"},{"key":"CIT0007","doi-asserted-by":"publisher","DOI":"10.1177\/109467050032001"},{"key":"CIT0008","doi-asserted-by":"publisher","DOI":"10.1287\/mksc.17.1.45"},{"key":"CIT0009","doi-asserted-by":"publisher","DOI":"10.2307\/1252199"},{"key":"CIT0010","doi-asserted-by":"publisher","DOI":"10.1177\/1094670503005004002"},{"key":"CIT0011","doi-asserted-by":"crossref","DOI":"10.1007\/978-94-011-0637-5","volume-title":"Data envelopment analysis: Theory, methodology and applications","author":"Charnes A.","year":"1994"},{"key":"CIT0012","volume-title":"Quality is free: The art of making quality certain","author":"Crosby P. B.","year":"1979"},{"key":"CIT0013","doi-asserted-by":"crossref","first-page":"63","DOI":"10.1080\/10686967.1996.11918728","volume":"3","author":"Danaher P.","year":"1996","journal-title":"Quality Management Journal"},{"key":"CIT0014","doi-asserted-by":"publisher","DOI":"10.2307\/1252129"},{"key":"CIT0015","doi-asserted-by":"publisher","DOI":"10.2307\/1251898"},{"key":"CIT0016","doi-asserted-by":"publisher","DOI":"10.2307\/3151381"},{"key":"CIT0017","doi-asserted-by":"publisher","DOI":"10.1080\/08982110008962594"},{"key":"CIT0018","doi-asserted-by":"publisher","DOI":"10.1108\/09564239610129931"},{"key":"CIT0019","first-page":"164","volume":"72","author":"Heskett J.","year":"1994","journal-title":"Harvard Business Review"},{"key":"CIT0020","first-page":"1","volume-title":"Advances in the management of organizational quality","volume":"1","author":"Ittner C.","year":"1996"},{"key":"CIT0021","doi-asserted-by":"publisher","DOI":"10.2307\/2491304"},{"key":"CIT0022","volume-title":"Improving customer satisfaction, loyalty and profit","author":"Johnson M. D.","year":"2000"},{"key":"CIT0023","first-page":"88","volume":"73","author":"Jones T. O.","year":"1995","journal-title":"Harvard Business Review"},{"key":"CIT0024","doi-asserted-by":"publisher","DOI":"10.1287\/mksc.21.3.294.140"},{"key":"CIT0025","volume-title":"The best on quality","volume":"7","author":"Kano N.","year":"1996"},{"key":"CIT0026","first-page":"7","volume":"16","author":"Keiningham T.","year":"1994","journal-title":"Journal of Retail Banking Services"},{"key":"CIT0027","doi-asserted-by":"publisher","DOI":"10.1108\/09604520510585352"},{"key":"CIT0028","doi-asserted-by":"crossref","first-page":"82","DOI":"10.2307\/41166745","volume":"35","author":"Kordupleski R. E.","year":"1993","journal-title":"California Management Review"},{"key":"CIT0029","volume-title":"Satisfaction: A behavioural perspective on the consumer","author":"Oliver R.","year":"1997"},{"key":"CIT0030","first-page":"14","volume-title":"Advances in consumer research","author":"Oliver R.","year":"1997"},{"key":"CIT0031","volume-title":"The loyalty effect","author":"Reichheld F.","year":"1996"},{"key":"CIT0032","first-page":"105","volume":"68","author":"Reichheld F.","year":"1990","journal-title":"Harvard Business Review"},{"key":"CIT0033","first-page":"86","volume":"80","author":"Reinartz W.","year":"2002","journal-title":"Harvard Business Review"},{"key":"CIT0034","doi-asserted-by":"publisher","DOI":"10.1509\/jmkg.68.4.76.42721"},{"key":"CIT0035","doi-asserted-by":"publisher","DOI":"10.1509\/jmkg.68.1.109.24030"},{"key":"CIT0036","doi-asserted-by":"publisher","DOI":"10.1016\/0022-4359(93)90003-2"},{"key":"CIT0037","doi-asserted-by":"publisher","DOI":"10.2307\/1252073"},{"key":"CIT0038","doi-asserted-by":"publisher","DOI":"10.1509\/jmkr.37.1.102.18721"},{"key":"CIT0039","first-page":"69","volume":"9","author":"Strauss B.","year":"1997","journal-title":"International Journal of Services Industry Management"},{"key":"CIT0040","doi-asserted-by":"publisher","DOI":"10.1177\/0092070300281007"},{"key":"CIT0041","doi-asserted-by":"publisher","DOI":"10.2307\/1251929"}],"container-title":["Total Quality Management & Business Excellence"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/www.tandfonline.com\/doi\/pdf\/10.1080\/14783360903492546","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2019,5,25]],"date-time":"2019-05-25T09:07:45Z","timestamp":1558775265000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.tandfonline.com\/doi\/abs\/10.1080\/14783360903492546"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2010,1]]},"references-count":41,"journal-issue":{"issue":"1","published-print":{"date-parts":[[2010,1]]}},"alternative-id":["10.1080\/14783360903492546"],"URL":"https:\/\/doi.org\/10.1080\/14783360903492546","relation":{},"ISSN":["1478-3363","1478-3371"],"issn-type":[{"value":"1478-3363","type":"print"},{"value":"1478-3371","type":"electronic"}],"subject":[],"published":{"date-parts":[[2010,1]]}}}