Authors
Anders Fundin, Mattias Elg
Publication date
2010/9/7
Journal
International Journal of Quality & Reliability Management
Volume
27
Issue
8
Pages
860-877
Publisher
Emerald Group Publishing Limited
Description
Purpose
–
The purpose of this paper is to explore how various dissatisfaction feedback transferrals contribute to the decision‐making process in product development contexts.
Design/methodology/approach
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The paper presents the results from a qualitative interview‐based study of 16 product development organizations and their customer dissatisfaction feedback systems; 84 percent of the companies within a machine industry segment in Sweden are covered.
Findings
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Based on the empirical investigation, a taxonomy of five decisions based upon dissatisfaction feedback is developed: reactive, preventive and developmental decisions are connected with exploitation of products, while future developmental and future preventive decisions are connected with exploration of future products.
Originality/value
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The project is essentially managerial, aiming to provide managers and other decision makers with a …
Scholar articles
A Fundin, M Elg - International Journal of Quality & Reliability …, 2010