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Market-driven product and service design: Bridging the gap between customer needs, quality management, and customer satisfaction

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  • Herrmann, Andreas
  • Huber, Frank
  • Braunstein, Christine

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  • Herrmann, Andreas & Huber, Frank & Braunstein, Christine, 2000. "Market-driven product and service design: Bridging the gap between customer needs, quality management, and customer satisfaction," International Journal of Production Economics, Elsevier, vol. 66(1), pages 77-96, June.
    • Handle: RePEc:eee:proeco:v:66:y:2000:i:1:p:77-96
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    References listed on IDEAS

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    1. Abbie Griffin & John R. Hauser, 1993. "The Voice of the Customer," Marketing Science, INFORMS, vol. 12(1), pages 1-27.
    2. Eugene W. Anderson & Mary W. Sullivan, 1993. "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, INFORMS, vol. 12(2), pages 125-143.
    3. Kelvin J. Lancaster, 1966. "A New Approach to Consumer Theory," Journal of Political Economy, University of Chicago Press, vol. 74(2), pages 132-132.
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    Cited by:

    1. Yeung, Alice H.W. & Lo, Victor H.Y. & Yeung, Andy C.L. & Cheng, T.C. Edwin, 2008. "Specific customer knowledge and operational performance in apparel manufacturing," International Journal of Production Economics, Elsevier, vol. 114(2), pages 520-533, August.
    2. Sony, Michael & Aithal, Sreeramana, 2020. "Transforming Indian Engineering Industries through Industry 4.0: An Integrative Conceptual Analysis," MPRA Paper 102872, University Library of Munich, Germany.
    3. Lin, Shu-Ping & Yang, Chen-Lung & Chan, Ya-hui & Sheu, Chwen, 2010. "Refining Kano's 'quality attributes-satisfaction' model: A moderated regression approach," International Journal of Production Economics, Elsevier, vol. 126(2), pages 255-263, August.
    4. Chan, Lai-Kow & Wu, Ming-Lu, 2002. "Quality function deployment: A literature review," European Journal of Operational Research, Elsevier, vol. 143(3), pages 463-497, December.
    5. Khakdaman, Masoud & Rezaei, Jafar & Tavasszy, Lóránt, 2022. "Shippers’ willingness to use flexible transportation services," Transportation Research Part A: Policy and Practice, Elsevier, vol. 160(C), pages 1-20.
    6. Lee, Jong-Ho & Garrett, Tony C. & Self, Donald R. & Findley Musgrove, Carolyn S. (Casey), 2012. "Expressive versus instrumental functions on technology attractiveness in the UK and Korea," Journal of Business Research, Elsevier, vol. 65(11), pages 1600-1605.
    7. Chowdhury, Md. Maruf Hossan & Quaddus, Mohammed A., 2016. "A multi-phased QFD based optimization approach to sustainable service design," International Journal of Production Economics, Elsevier, vol. 171(P2), pages 165-178.
    8. Hasmat Malik & Asyraf Afthanorhan & Noor Aina Amirah & Nuzhat Fatema, 2021. "Machine Learning Approach for Targeting and Recommending a Product for Project Management," Mathematics, MDPI, vol. 9(16), pages 1-29, August.
    9. Lynch, J. & Mason, R.J. & Beresford, A.K.C. & Found, P.A., 2012. "An examination of the role for Business Orientation in an uncertain business environment," International Journal of Production Economics, Elsevier, vol. 137(1), pages 145-156.
    10. Stefan Meinzer & Johann Prenninger & Patrick Vesel & Johannes Kornhuber & Judith Volmer & Joachim Hornegger & Björn M. Eskofier, 2016. "Translating satisfaction determination from health care to the automotive industry," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 651-685, December.
    11. Artem Timoshenko & John R. Hauser, 2019. "Identifying Customer Needs from User-Generated Content," Marketing Science, INFORMS, vol. 38(1), pages 1-20, January.
    12. Ping Yan & Jun Pei & Altannar Chinchuluun, 2020. "Strategic decisions of sales and pay-per-use rentals under incomplete product availability," Journal of Global Optimization, Springer, vol. 78(4), pages 671-691, December.
    13. Kengpol, Athakorn & Boonkanit, Prin, 2011. "The decision support framework for developing Ecodesign at conceptual phase based upon ISO/TR 14062," International Journal of Production Economics, Elsevier, vol. 131(1), pages 4-14, May.
    14. Low, Wen-Shinn & Lee, Jeng-Da & Cheng, Soo-May, 2013. "The link between customer satisfaction and price sensitivity: An investigation of retailing industry in Taiwan," Journal of Retailing and Consumer Services, Elsevier, vol. 20(1), pages 1-10.
    15. Uttara Ananthakrishnan & Davide Proserpio & Siddhartha Sharma, 2023. "I Hear You: Does Quality Improve with Customer Voice?," Marketing Science, INFORMS, vol. 42(6), pages 1143-1161, November.
    16. Carnevalli, Jose A. & Miguel, Paulo Cauchick, 2008. "Review, analysis and classification of the literature on QFD--Types of research, difficulties and benefits," International Journal of Production Economics, Elsevier, vol. 114(2), pages 737-754, August.
    17. Wann-Yih Wu & Chen-Su Fu, 2011. "Integrating qualitative and quantitative methods to enhance means-end approach," Quality & Quantity: International Journal of Methodology, Springer, vol. 45(4), pages 885-899, June.
    18. Omoruyi Osayuwamen & Mafini Chengedzai, 2016. "Supply Chain Management and Customer Satisfaction in Small to Medium Enterprises," Studia Universitatis Babeș-Bolyai Oeconomica, Sciendo, vol. 61(3), pages 43-58, December.
    19. Chin, Kwai-Sang & Yang, Qiang & Chan, Catherine Y.P. & Tsui, Kwok L. & Li, Yan-lai, 2019. "Identifying passengers’ needs in cabin interiors of high-speed rails in China using quality function deployment for improving passenger satisfaction," Transportation Research Part A: Policy and Practice, Elsevier, vol. 119(C), pages 326-342.
    20. Liu, Chung-Tzer & Guo, Yi Maggie & Lee, Chia-Hui, 2011. "The effects of relationship quality and switching barriers on customer loyalty," International Journal of Information Management, Elsevier, vol. 31(1), pages 71-79.
    21. Carreira, Rui & Patrício, Lia & Natal Jorge, Renato & Magee, Chris & Van Eikema Hommes, Qi, 2013. "Towards a holistic approach to the travel experience: A qualitative study of bus transportation," Transport Policy, Elsevier, vol. 25(C), pages 233-243.

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