This paper reexamines the traditional approaches to study value and quality, and suggests the need of linking these isolated approaches. A new concept called value mix which focuses on the customers' perception of the value of a product or service in terms of function, quality and price is developed to provide a vehicle for an amalgamation of varied management thinking. Value is suggested to form the core of organisations' strategic process of pursuing customer satisfaction. Leading edge can be forged by formulating and applying an appropriate value mix. Given that quality is the focus of total quality management (TQM) while value is that of value analysis/value engineering (VA/VE), researchers should explore the opportunity of integrating TQM and VA/VE tools and techniques to enhance product or service value. Copyright © 1999 MCB University Press.
|Journal||Managing Service Quality: An International Journal|
|Publication status||Published - 1999|
Total quality management
CitationHo, D. C. K., & Cheng, E. W. L. (1999). Quest for value mix. Managing Service Quality: An International Journal, 9(3), 204-208. doi: 10.1108/09604529910267118
- Consumer attitudes
- Value analysis