The modern meaning of “quality”: analysis, evolution and strategies

Abstract

PurposeBuilding upon the foundational eight dimensions of quality proposed by Garvin (1987), this research formulates a modern meaning of “quality.” This new meaning aligns with and encapsulates the evolving sophistication of consumers, the strategic quality investments made by firms, and the current dynamics of sales.Design/methodology/approachDue to the complexity of the concept of quality, a triangulation approach is used, which is composed of the following: a review of the literature, an analysis of consumers’ quality dimensions using both qualitative (interviews) and quantitative (survey) methods, as well as a quantitative investigation (survey) of firms’ investments in quality dimensions and the links to sales.FindingsOur findings reveal the existence of 21 new and emerging dimensions through which consumers measure product quality, all of which complement Garvin’s dimensions. These dimensions contribute to a fresh and modern interpretation of quality. Although there are 29 dimensions of quality in total, firms should shape their strategies by focusing on usability, customization, efficiency, innovation, performance, perceived quality, serviceability, pricing, conformance quality, ethics, and sustainability. These dimensions align with consumer wants and positively correlate with firms’ sales.Originality/valueThis research identifies novel and contemporary dimensions of quality, serving to complement the eight dimensions previously delineated by Garvin (1987). Consequently, it contributes to updating the operations management literature on Total Quality Management, 36 years subsequent to the introduction of Garvin’s foundational dimensions.