Please use this identifier to cite or link to this item: https://hdl.handle.net/11000/30750
Full metadata record
DC FieldValueLanguage
dc.contributor.authorSansalvador, Manuel E.-
dc.contributor.authorBrotons, Jose M-
dc.contributor.otherDepartamentos de la UMH::Estudios Económicos y Financieroses_ES
dc.date.accessioned2024-01-26T11:26:51Z-
dc.date.available2024-01-26T11:26:51Z-
dc.date.created2018-
dc.identifier.citationTotal Quality Management & Business Excellence, Volume 29, 2018 - Issue 13-14es_ES
dc.identifier.issn1478-3371-
dc.identifier.issn1478-3363-
dc.identifier.urihttps://hdl.handle.net/11000/30750-
dc.description.abstractDespite the difficulty in measuring hidden quality costs, we must be aware not only of their existence, but also of their importance. Not surprisingly, they have been the causative factor in the closure of many companies because they are doubly dangerous. One the one hand, they represent very significant quantities of money and, on the other, they remain hidden, like the submerged portion of an iceberg [Campanella, J. (1999). Principles of Quality Costs: Principles, Implementation and Use. Milwaukee, WI: ASQ Quality Press]. Possibly one of the most harmful hidden quality costs, and most difficult to quantify, is the cost of loss of image (CLI) a company suffers because of faults detected by its customers. This paper develops an original tool that, with the use of fuzzy logic as an alternative to probabilistic theory, is capable of facilitating the quantification of the CLI in any company from the observation of its customer complaints. Once the theoretical model is presented, we proceed with its experimentation, making use of a case study as research methodology.es_ES
dc.formatapplication/pdfes_ES
dc.format.extent15es_ES
dc.language.isoenges_ES
dc.publisherRoutledge. Taylor and Francis Groupes_ES
dc.rightsinfo:eu-repo/semantics/closedAccesses_ES
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 Internacional*
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/*
dc.subjectcomplaintses_ES
dc.subjectcost of loss of imagees_ES
dc.subjectfuzzy relationses_ES
dc.subjectexpertisees_ES
dc.subjecthidden quality costes_ES
dc.subjectquality costes_ES
dc.subject.classificationEconomía financiera y contabilidades_ES
dc.subject.otherCDU::3 - Ciencias sociales::33 - Economíaes_ES
dc.titleDevelopment of a quantification model for the cost of loss of image with customer complaintses_ES
dc.typeinfo:eu-repo/semantics/articlees_ES
dc.relation.publisherversionhttps://doi.org/10.1080/14783363.2017.1289815es_ES
Appears in Collections:
Artículos Estudios Económicos y Financieros


no-thumbnailView/Open:

 Development of a quantification model for the cost of loss of image with customer complaints.pdf



413,7 kB
Adobe PDF
Share:


Creative Commons ???jsp.display-item.text9???