Clarifying the dimensions of four concepts of quality

Ghylin, Kimberly M.; Green, B. D.; Drury, Colin G.; Chen, J.; Schultz, John L.; Uggirala, Ananth; Abraham, Julia; Lawson, T. A.

doi:10.1080/14639220600857639

Cited by 24 publications

(16 citation statements)

References 19 publications

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“…Service quality concerns how consumers interact with a business (Ghylin et al, 2008) and the manner in which a service is delivered (Sasser, Olsen, & Wyckoff, 1978). Service quality represents an important area of study since the process or manner of service delivery has been cited as a primary problem area for retailers.…”

Section: Service Qualitymentioning

confidence: 99%

Apparel Product Quality: Its Nature and Measurement

Rayman¹,

Burns²,

Nelson³

2011

Journal of Global Fashion Marketing

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An important issue of apparel -apparel product qualityhas not been significantly addressed in past research, particularly where the pre-purchase perceptions of consumers are concerned. The goal of this study is to identify how consumers define intrinsic apparel product quality. This will be accomplished by 1) examining the issue of quality as applied to products, 2) exploring past research on apparel product quality, 3) constructing a scale (ApparEx) to assess intrinsic apparel product quality, and 4) relating ApparEx with service quality as measured by SERVQUAL.Product quality is the consumer's judgment of the standard of performance for a product. The cues used by consumers to judge quality can be classified as either intrinsic or extrinsic. While the topic of apparel product quality has been examined in the literature, the focus of such efforts has been largely on perceptions of apparel quality resulting from post-use or post-exposure analysis. What has not received significant research attention are the pre-use expectations or beliefs about intrinsic apparel quality. These pre-use expectations can be expected to be a primary determining factor of consumer purchasing behavior.The initial stage in the development of an instrument to measure prepurchase perceptions of intrinsic apparel product quality is to generate a set of items deemed to cover the domain of the intrinsic apparel product quality construct. Since the literature suggests that this construct is multi-dimensional in nature, the scale was developed with the goal of identifying and measuring the salient dimensions of intrinsic apparel product quality. Drawn from studies of consumer satisfaction/dissatisfaction with apparel items, texts documenting apparel manufacturing standards, and from technical standards drawn by the American Association for Textile Technology, eight dimensions of apparel quality were proposed. Seventy-four items were developed based on the above sources to address each proposed dimension of the construct. Four forms of the instrument were constructed, each focusing on a different apparel product classification (underwear/lingerie or sleepwear, casual sportswear, Ⓒ 2011 KAMS. All rights reserved. dresswear, and coats and jackets (outerwear)).The sampling design used in this study was a purposive one, using students enrolled in upper-division (junior and senior level) university business courses at major universities located in the Midwest and in the Southern U.S. The instrument was administered on-site to students present in selected business classes chosen to preclude the possibility of students being solicited more than once. Of the 984 questionnaires distributed, 131 were not determined to be usable, resulting in a usable return rate of 86.6 percent. Interestingly, the results suggest that the findings were not significantly different between the product categories indicating that the subject data may reasonably be pooled. A factor analysis resulted in seven factors being retained: 1) performance, 2) components, 3) garment ca...

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Section: Service Qualitymentioning

confidence: 99%

Apparel Product Quality: Its Nature and Measurement

Rayman¹,

Burns²,

Nelson³

2011

Journal of Global Fashion Marketing

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“…Note that the concerns of HF/E such as work, stress and health are represented but the list is longer and broader than might usually be considered in HF/E (Hancock et al 2005). Note also that some of the dimensions found by Ghylin et al (2008) are reflected in Table 2, e.g. positive future and social affect.…”

Section: Introductionmentioning

confidence: 96%

“…These latter forms of organisation are derived from HF/E and emphasise human-centred design (Billings 1991, Jacobs andGerson 2004). What was not asked in the Ghylin et al (2008) study was the identity of the recipient of this QoL. It was assumed to be each respective respondent, although most of the broader studies noted in this section have specifically defined their measures over groups and nations.…”

Section: Introductionmentioning

confidence: 99%

“…Thus, we need to understand QoL to better determine what it is we are trying to improve, or even to optimise, as a profession. From an HF/E perspective, QoL has been studied by Ghylin et al (2008) using a multi-phase approach to determine the words most associated with four aspects of the general concept of quality, i.e. general quality, product quality, service quality and QoL.…”

Section: Introductionmentioning

confidence: 99%

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Does human factors/ergonomics contribute to the quality of life?

Hancock

Drury

2011

Theoretical Issues in Ergonomics Science

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“…Delaviz et al 2010;Ghylin et al 2008;Gonçalves et al 2007;Voss 2001;Zhou et al 2010). One of the main concerns of these projects is designing an algorithm that could provide optimal quality judgments of any object.…”

mentioning

confidence: 99%

Lovely weather, isn’t it? On the social dynamics of quality judgment

Nowak¹,

Samson

Lisiecka

et al. 2011

Mind Soc

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Quality is usually considered to be an attribute of an object, its degree of excellence or, more subjectively, fitness for use. Stemming from this point of view, the goal of most ranking systems is to find efficient ways of discovering, or rather uncovering, the quality of specific products or services. However, from a social psychological perspective it seems that the notion of quality belongs predominantly to the realm of social relationships. We argue that quality exists mainly between the users of an object, not within the object itself, and its functions are predominantly social, i.e. promoting interactions, creating a shared reality, or building social relationships. Quality is constructed in social interactions and used as a token therein. In the present paper we outline the social functions of quality, and discuss the implications of this perspective for designing more useful recommendation systems.

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Clarifying the dimensions of four concepts of quality

Cited by 24 publications

References 19 publications

Apparel Product Quality: Its Nature and Measurement

Apparel Product Quality: Its Nature and Measurement

Does human factors/ergonomics contribute to the quality of life?

Lovely weather, isn’t it? On the social dynamics of quality judgment

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