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Continuous learning using dissatisfaction feedback in new product development contexts
Note:
Co-author: Mattias Elg,
Division of Quality Management and Technology, HELIX Research Centre,
Linköping University, Sweden
Publication Type:
Journal article
Venue:
International journal of quality and reliability management
Abstract
Abstract:
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 – 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 – 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 – The project is essentially managerial, aiming to provide managers and other
decision makers with a framework that displays how various dissatisfaction feedback transferrals
contribute to various decisions in product development contexts. The paper highlights that despite
costly investigations in customer feedback systems, very few customer dissatisfaction feedback
transferrals are connected to explorative future developmental actions.
Keywords: Customer satisfaction, Complaints, Feedback, Learning organizations, Product development,
Sweden
Paper type: Research paper
Bibtex
@article{Fundin1997,
author = {Anders Fundin and Mattias Elg},
title = {Continuous learning using dissatisfaction feedback in new product development contexts},
note = {Co-author: Mattias Elg,
Division of Quality Management and Technology, HELIX Research Centre,
Link{\"o}ping University, Sweden},
volume = {27},
number = {8},
pages = {860--877},
month = {November},
year = {2010},
journal = {International Journal of Quality and Reliability Management},
publisher = {Emerald},
url = {http://www.ipr.mdu.se/publications/1997-}
}