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Peer reviewedRob, Rafael; Fishman, Arthur – Journal of Political Economy, 2005
A model of gradual reputation formation through a process of continuous investment in product quality is developed. We assume that the ability to produce high-quality products requires continuous investment and that as a consequence of informational frictions, such as search costs, information about firms' past performance diffuses only gradually…
Descriptors: Reputation, Total Quality Management, Investment, Marketing
Download full textKeith, John – College Quarterly, 2005
No doubt there are detractors who cringe at the prospect of connecting the term customer service with an institution of higher education. Some may consider the term demeaning. However, given the college funding crisis and current economic climate, a quality customer service strategy is a prudent adjunct to any marketing activity undertaken. It is…
Descriptors: Reputation, Foreign Countries, Empathy, Higher Education
