The purpose of this paper is to study the links between quality and consumers' emotions and eventually with their satisfaction. There is mounting evidence that, while quality evaluation may be strictly cognitive, satisfaction gauges customers' emotions towards the product/service provider's...

The purpose of this paper is to study the links between quality and consumers' emotions and eventually with their satisfaction. There is mounting evidence that, while quality evaluation may be strictly cognitive, satisfaction gauges customers' emotions towards the product/service provider's...

We build a model to measure and account for the cost of quality. We incorporate the impact of quality on lead time variance and on service reliability and demand. Quality costs are a joint and nonlinear function of various parameters of the manufacturing process. Our model shows that it may not...