The contribution of this dissertation is how model measurement allows examination of the balance between what is practical in terms of consumer concerns versus what is optimal in terms of cost control. Essay 1 examines a research framework that incorporates various service recovery strategies and simultaneously evaluates their comparative influences. Essay 2 evaluates the complex interrelationships among different factors related to the post-complaint behavioral process. Essay 3 fills a research gap by examining the role of brand equity by operationalizing a reflective model using PLS in operations management (OM) research. These three essays provide insight into the quality management domain and the value that is achieved via a data driven examination of theory. Moreover, this research will provide operations management practitioners a basis to carry out future research on quality management phenomena as well as insight into how to balance cost control and service recovery strategies with the goal of achieving a competitive advantage.
| Identifer | oai:union.ndltd.org:unt.edu/info:ark/67531/metadc1538650 |
| Date | 08 1900 |
| Creators | Harun, Md Ahasan Uddin |
| Contributors | Prybutok, Victor R., Evangelopoulos, Nick, Blankson, Charles, Prybutok, Gayle, Rokonuzzaman, Md |
| Publisher | University of North Texas |
| Source Sets | University of North Texas |
| Language | English |
| Detected Language | English |
| Type | Thesis or Dissertation |
| Format | viii, 105 pages, Text |
| Rights | Use restricted to UNT Community, Harun, Md Ahasan Uddin, Copyright, Copyright is held by the author, unless otherwise noted. All rights Reserved. |
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