Market-driven product and service design: Bridging the gap between customer needs, quality management, and customer satisfaction
Journal
International Journal of Production Economics
ISSN
0925-5273
ISSN-Digital
1873-7579
Type
journal article
Date Issued
2000-06-05
Author(s)
Abstract
Bridging the gap between a firm's internal quality improvements and external measures of customer needs and satisfaction is an important yet complex translation process. The process has traditionally been studied within two very different domains. An external focus on customers has been the domain of marketers. Manufacturing and engineering-based approaches to quality management and improvement have traditionally taken a more internal, process improvement focus. Both areas have recognized the need to broaden thier focus and bridge the gap between internal quality and external customers needs and satisfaction. This paper offers a framework to integrate these two domains. A case study is presented to demonstrate the usefulness of an integrated approach.
Language
English
Keywords
Quality function deployment
Means-end analysis
Conjoint analysis
Product and service design
Laddering interviews
HSG Classification
not classified
Refereed
No
Publisher
Elsevier
Publisher place
Amsterdam
Volume
66
Number
1
Start page
77
End page
96
Pages
20
Subject(s)
Division(s)
Eprints ID
2896