The study explores the tradeoff between efforts to benchmark on product-development practices and be customer focused in the implementation of a quality-improvement method. The results of a survey of thirtythree firms' experience with quality function deployment (QFD) reveal that benchmarking on how competitors, peers, or role models develop products facilitates process improvement but hinders ...

Abstract. A paradigm shift is taking place in logistics. The focus is changing from operational effectiveness to adaptation. Supply Chains will develop into networks that will adapt to consumer demand in almost real time. Time to market, capacity of adaptation and enrichment of customer experience seem to be the key elements of this new paradigm. In this environment emerging technologies like R...

This study has been focused on finding the key determinants of customer loyalty and customer satisfaction in e-banking. The key factors of Customer loyalty are: customer retention; Security and Virtual Banking; and Technology invasion. Customer Retention emerges as an important factor influencing customer Loyalty with highest Eigen value and it explains maximum variation. This is followed by Se...

customer satisfaction level depends on level that his expectations would be answered. with identifying customer expectations and implementation them in qfd, this ensures that important and critical demands of customer have been considered. qfd have been used and use for translating customer expectations to different subjects. what has been considered in this study, is qfd usage for translating ...

intellectual capital (ic) is organizational intangible asset which is frequently associated with performance. ic is commonly categorized into three core components: human capital, structural capital and relational capital. this study takes a step further in the evolution of the ic model for the hotel industry and divides relationship capital into two categories: end customer- relationship capit...

An analysis of beef supply chains revealed that a strategic focus on beef quality was critical to that part of the chain involving producers. Moreover, beef quality was directly related to customer relationship management. Across the industry, there are a diverse set of customers each with different needs. This means that it is difficult for individual producers to develop a successful approach...

In this chapter we discuss the development of solutions from two viewpoints: Commercialization: We explain why firms need to use customer-value research in order to create a deep understanding of customers’ business realities. The key questions here focus on what creates value for the customers and how do customers measure success. Industrialization: We show that the cornerstone of a successful...

This study investigates the role and interplay of intrinsic and extrinsic cues when evaluating fish quality and in shaping consumers’ attitudes toward fish and fish consumption. A sensory analysis of nine different fish including five variants of Barramundi was conducted to determine how consumers evaluated the fish on intrinsic cues. Focus groups were then conducted to explore the impact of ex...

There are many respects in which the conventional content of an utterance reflects speaker assumptions about the context of utterance and the relation between that context and the intended interpretation of the utterance. Taken together, these constitute what Vallduví (1992,1993) called the Information Packaging of the utterance, aka its Information Structure. Two central aspects of this Inform...

a r t i c l e i n f o New technology-based firms aim to create commercially successful products and services based on new technology. For example a startup company may be founded to commercialize a particular technology developed by a university. One of the key challenges is to identify which products and services are valuable for customers. However, the relevant knowledge is typically disperse...