- ARMSTRONG , J.S. and OVERTON , I.S. 1977 . Estimating nonresponse bias in mail surveys . Journal of Marketing Research , 14 : 369 – 402 .
- BAGOZZI , R.P. and YI , Y. 1988 . On the evaluation of structural equation models . Journal of the Academy of Marketing Science , 16 : 74 – 94 .
- BEYER , J.M. and TRICE , H.M. 1982 . The utilization process: a conceptual framework and synthesis of empirical findings . Administrative Science Quarterly , 27 : 591 – 622 .
- DESHPANDÉ , R. and ZALTMAN , G. 1982 . Factors affecting the use of market research information: a path analysis . Journal of Marketing Research , 19 : 14 – 31 .
- DESHPANDÉ , R. and ZALTMAN , G. 1984 . A comparison of factors affecting researcher and manager perceptions of market research use . Journal of Marketing Research , 21 : 32 – 38 .
- DESHPANDÉ , R. and ZALTMAN , G. 1985 . “ The use of market research in industrial organizations ” . In A Strategic Approach to Business Marketing , Edited by: SPEKMAN , R. and WILSON , D. 58 – 66 . Chicago : American Marketing Association .
- DESHPANDÉ , R. and ZALTMAN , G. 1987 . A comparison of factors affecting use of marketing information in consumer and industrial firms . Journal of Marketing Research , 24 : 114 – 118 .
- DONNELLY , M. , VAN'THULL , S. and WILL , V. 2000 . Assessing the quality of service provided by market research agencies . Total Quality Management , 11 : 490 – 500 .
- GRIFFIN , K. 1967 . The contribution of studies of source credibility to a theory of interpersonal trust in the communication process . Psychological Bulletin , 68 : 104 – 120 .
- GRÖNROOS , C. 1990 . Service Management and Marketing: Managing Moments of Truth in Service Competition , Massachusetts & Toronto : Lexington Books .
- HANAN , M. and KARP , P. 1989 . Customer Satisfaction , New York : Amacom American Management Association .
- JOHN , G. and MARTIN , J. 1984 . Effects of organizational structure of marketing planning on credibility and utilization of plan output . Journal of Marketing Research , 21 : 170 – 183 .
- JÖRESKOG , K.G. and SÖRBOM , D. 1993 . LISREL®8: Structural Equation Modeling with the SIMPLIS Command Language , Hillsdale : Scientific Software International . /Chicago, Lawrence Erlbaum Associates
- KOHLI , A. and JAWORSKI , B. J. November 1990 . Market Orientation: The Construct, Research Propositions, and Managerial Implications , Report No. 90-113 November , Cambridge, MA : Marketing Science Institute .
- KRISHNAN , S. , ed. September 1989 . Making More Effective Use of Market Information: A Conference Summary , Report No. 89-113 September , Cambridge, MA : Marketing Science Institute .
- LEE , H. , ACITO , F. and DAY , R.L. 1987 . Evaluation and use of marketing research by decision makers: a behavioral simulation . Journal of Marketing Research , 24 : 187 – 196 .
- LIM , K.K. , AHMED , P.K. and ZAIRI , M. 1999 . Managing for quality through knowledge management . Total Quality Management , 10 : 615 – 621 .
- MALTZ , E. and KOHLI , A.K. 1996 . Market intelligence dissemination across functional boundaries . Journal of Marketing Research , 33 : 47 – 61 .
- MENON , A. and VARADARAJAN , R. 1992 . A model of marketing knowledge use within firms . Journal of Marketing , 56 : 53 – 71 .
- MENON , A. and WILCOX , J. May 1994 . USER: A Scale to Measure Use of Market Research , Report No. 94-108 May , 1 – 20 . Cambridge, MA : Marketing Science Institute .
- MOORMAN , CH. and AUSTIN , J. 1995 . The Paradox of Low Quality and High Use: How Research Trust Impacts Market Research Outcomes , Report No. 95-116 Cambridge, MA : Marketing Science Institute .
- MOORMAN , CH. , DESHPANDÉ , R. and ZALTMAN , G. 1993 . Factors affecting trust in market research relationships . Journal of Marketing , 57 : 81 – 101 .
- MOORMAN , CH. , ZALTMAN , G. and DESHPANDÉ , R. 1992 . Relationships between providers and users of market research: the dynamics of trust within and between organizations . Journal of Marketing Research , 29 : 314 – 328 .
- NAVEH , E. and HALEVY , A. 2000 . A hierarchical framework for a quality information system . Total Quality Management , 11 : 87 – 111 .
- NUNNALLY , J.C. and BERNSTEIN , I.H. 1994 . Psychometric Theory , New York : McGraw-Hill .
- OLIVER , R.L. 1997 . Satisfaction: A Behavioral Perspective on the Consumer , New York : McGraw-Hill .
- RAPHAEL , J. and PARKET , R. 1991 . The need for market research in executive decision making . Journal of Business & Industrial Marketing , 6 : 15 – 21 .
- RICH , R. 1979 . The Power of Social Science Information and Public Policy Making , San Francisco : Jossey-Bass .
- SAVAGE , B.M. 1996 . Managing quality data . Total Quality Management , 7 : 667 – 674 .
- WEISS , C.H. 1977 . Using Social Research in Public Policy Making , Lexington, MA : D.C. Health & Company .
- WEISS , C.H. and BUCUVALAS , M.J. 1980 . Social Science Research and Decision-making , New York : Columbia University Press .
- WETZELS , M. , DE RUYTER , K. and VAN BIRGELEN , M. 1998 . Marketing service relationships: the role of commitment . Journal of Business & Industrial Marketing , 13 : 406 – 423 .
Total Quality Management
Volume 12, 2001 - Issue 4