Anthony J. Zahorik

Customer satisfaction, customer retention, and market share

Roland T. Rust, Anthony J. Zahorik · Journal of Retailing · 1993 · 2.2K citations

Business, Marketing, Marketing Management +16

Return on Quality (ROQ): Making Service Quality Financially Accountable

Roland T. Rust, Anthony J. Zahorik, Timothy L. Keiningham · Journal of Marketing · 1995 · 1.5K citations

Management, Accounting, Quality Management +16

Return on Quality (ROQ): Making Service Quality Financially Accountable

Roland T. Rust, Anthony J. Zahorik, Timothy L. Keiningham · Journal of Marketing · 1995 · 649 citations

Management, Accounting, Quality Management +16

What You <i>Don't</i> Know About Customer-Perceived Quality: The Role of Customer Expectation Distributions

Roland T. Rust, J. Jeffrey Inman, Jianmin Jia et al. · Marketing Science · 1999 · 402 citations

Business, Marketing, Behavioral Economics +16

Why Improving Quality Doesn't Improve Quality (or Whatever Happened to Marketing?)

Raymond E Kordupleski, Roland T. Rust, Anthony J. Zahorik · California Management Review · 1993 · 260 citations

Management, Marketing, Marketing Management +12