You are required to read and agree to the below before accessing a full-text version of an article in the IDE article repository.

The full-text document you are about to access is subject to national and international copyright laws. In most cases (but not necessarily all) the consequence is that personal use is allowed given that the copyright owner is duly acknowledged and respected. All other use (typically) require an explicit permission (often in writing) by the copyright owner.

For the reports in this repository we specifically note that

  • the use of articles under IEEE copyright is governed by the IEEE copyright policy (available at http://www.ieee.org/web/publications/rights/copyrightpolicy.html)

  • the use of articles under ACM copyright is governed by the ACM copyright policy (available at http://www.acm.org/pubs/copyright_policy/)

  • technical reports and other articles issued by M‰lardalen University is free for personal use. For other use, the explicit consent of the authors is required

  • in other cases, please contact the copyright owner for detailed information

By accepting I agree to acknowledge and respect the rights of the copyright owner of the document I am about to access.

If you are in doubt, feel free to contact webmaster@ide.mdh.se

Continuous learning using dissatisfaction feedback in new product development contexts

Authors:

Anders Fundin, Mattias Elg

Note:

Co-author: Mattias Elg, Division of Quality Management and Technology, HELIX Research Centre, Linköping University, Sweden

Research group:

Product and Production Development

Publication Type:

Journal article

Venue:

International journal of quality and reliability management

Publisher:

Emerald

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-}
}