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

  title={Market-driven product and service design : Bridging the gap between customer needs , quality management , and customer satisfaction},
  author={Andreas Herrmann and Frank Huber and Christine Braunstein},
Bridging the gap between a "rm's internal quality improvements and external measures of customer needs and satisfaction is an important yet complex translation process. The process has traditionally been studied within two very di!erent domains. An external focus on customers has been the domain of marketers. Manufacturing and engineeringbased approaches to quality management and improvement have traditionally taken a more internal, process improvement focus. Both areas have recognized the need… CONTINUE READING
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