Customer support and new product development ‐ An exploratory study

Product Development Decision Support System Customer-Based

Quality Function Deployment (QFD) has been traditionally used as a planning tool primarily for product development and quality improvement. In this context, many people have used QFD for making decisions on how to prioritize critical product areas from a customer perspective. However, it is the position of the author that the QFD process can be viewed as a decision support system that would enc...

Understanding customer need during new product development

A dynamic decision support system to predict the value of customer for new product development

Emotional dissonance and customer service: an exploratory study

In this paper, the broad context for the study of emotional dissonance and its importance to marketing is set out. The relevant literature on emotional dissonance, its antecedents and outcomes are introduced together with the knowledge gap in the literature. The conceptual framework of emotional dissonance is expanded via exploratory research using case studies in order to identify the key issu...

Mining customer knowledge for tourism new product development and customer relationship management

In recent years tourism has become one of the fastest growing sectors of the world economy and is widely recognized for its contribution to regional and national economic development. Tourism product design and development have become important activities in many areas/countries as a growing source of foreign and domestic earnings. On the other hand, customer relationship management is a compet...