What is Quality?
摘要
This Chapter of The Perception of Quality explores the evolving and multidimensional nature of quality in modern organizational contexts. It defines quality not only in terms of product and service attributes but also as a dynamic interplay between value and stakeholder perception. The chapter systematically examines how customers, employees, investors, and society each interpret and experience quality differently, emphasizing the necessity of a holistic, Total Quality approach for sustained success. Five foundational definitions of quality—transcendent, product-based, manufacturing-based, user-based, and value-based—are introduced (Garvin, Harvard Business Review 65:101–109, 1987; Reeves and Bednar, Academy of Management Review 19:419–445, 1994), each illustrated with real-world examples. The chapter underscores the critical role of perception in shaping quality assessments and explores how proactive quality management practices—exemplified by brands such as Apple, Toyota, Starbucks, and Tesla—can create meaningful, lasting stakeholder value. Through strategic alignment, education, and innovation, organizations can elevate perceived quality, foster loyalty, and build competitive advantage in a rapidly changing global landscape.