Market-driven product and service design: Bridging the gap between customer needs, quality management, and customer satisfaction
Andreas Herrmann; Frank Huber; Christine Braunstein
International Journal of Production Economics 66(1): 77-96
2000
ISSN/ISBN: 0925-5273
DOI: 10.1016/s0925-5273(99)00114-0
Accession: 062902828
PDF emailed within 0-6 h: $19.90
Related References
W.HsiJui 2007: The impact of customer-to-customer interaction and customer homogeneity on customer satisfaction in tourism service - the service encounter prospective Tourism Management 28(6): 1518-1528Susskind, A.M.; Kacmar, K.M.; Borchgrevink, C.P. 2003: Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-server exchange Journal of Applied Psychology 88(1): 179-187
Lee, Y.K.; Park, K.H.; Park, D.H.; Kyung Ah, L.E.E.; Kwon, Y.J. 2005: The relative impact of service quality on service value, customer satisfaction, and customer loyalty in korean family restaurant context - L'impact relatif de la qualité de service sur la valeur du service, la satisfaction du client, et la fidélité de la clientèle dans un contexte de restauration familiale en Corée International Journal of Hospitality and Tourism Administration 6(1): 27-51
Rita, P.; Oliveira, T.; Farisa, A. 2019: The impact of e-service quality and customer satisfaction on customer behavior in online shopping Heliyon 5(10): E02690
Chu, P-Young; Lee, G-Yuan; Chao, Y 2012: Service Quality, Customer Satisfaction, Customer Trust, and Loyalty in an E-Banking Context Social Behavior and Personality An International Journal 40(8): 1271-1283
Coile, R.C. 2002: "World-class service": patient satisfaction in a customer-driven market Russ Coile's Health Trends 14(6): 1; 4-6
Gopi, B.; Samat, N. 2020: The influence of food trucks' service quality on customer satisfaction and its impact toward customer loyalty British Food Journal 122(10): 3213-3226
O.HaeMoon 1999: Service quality, customer satisfaction, and customer value: a holistic perspective International Journal of Hospitality Management 18(1): 67-82
Kang SungSook; Okamoto, N.; Donovan, H.A. 2004: Service quality and its effect on customer satisfaction and customer behavioral intentions: hotel and ryokan guests in Japan Asia Pacific Journal of Tourism Research 9(2): 189-202
Mohammadhossein, N.; Ahmad, M.N.; Zakaria, N.H.; Goudarzi, S. 2014: A Study towards the Relation of Customer Relationship Management Customer Benefits and Customer Satisfaction International Journal of Enterprise Information Systems 10(1): 11-31
Gardini, M.A. 1999: Customer satisfaction management in the hotel industry: a process oriented approach for the design of customer focused services Tourismus Journal 3(1): 5-29
Hara, T.; Arai, T. 2011: Simulation of product lead time in design customization service for better customer satisfaction Cirp Annals - Manufacturing Technology 60(1): 179-182
Pawowska, B.; Strychalska Rudzewicz, A. 2007: Customer satisfaction measurement as a factor of identification of customer satisfaction attributes in case of a food product Polish Journal of Natural Sciences, Suppl (4): 223-228
Om Prakash Yadav; Parveen, S. Goel 2008: Customer satisfaction driven quality improvement target planning for product development in automotive industry International Journal of Production Economics 113(2): 997-1011
Demirci Orel, F.; Kara, A. 2014: Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market Journal of Retailing and Consumer Services 21(2): 118-129
Johann Füller; Kurt Matzler 2008: Customer delight and market segmentation: an application of the three-factor theory of customer satisfaction on life style groups Tourism Management 29(1): 116-126
Ha, Y.W.; Park, M.C. 2013: Antecedents of Customer Satisfaction and Customer Loyalty for Emerging Devices in the Initial Market of Korea An Equity Framework Psychology and Marketing 30(8): 676-689
Mochimaru, M.; Takahashi, M.; Hatakenaka, N.; Horiuchi, H. 2012: Questionnaire survey of customer satisfaction for product categories towards certification of ergonomic quality in design Work 41 Suppl. 1: 956-959
Conway, N; Briner, R B. 2015: Unit-level linkages between employee commitment to the organization, customer service delivery and customer satisfaction International Journal of Human Resource Management 26(16): 2039-2061
Cantarello, S; Filippini, R; Nosella, A 2012: Linking human resource management practices and customer satisfaction on product quality International Journal of Human Resource Management 23(18): 3906-3924