Customer support and new product development : An exploratory study

Show simple item record Goffin, Keith - New, Colin - 2011-03-18T10:07:56Z 2011-03-18T10:07:56Z 2001-03-01T00:00:00Z -
dc.identifier.citation Keith Goffin, Colin New, Customer support and new product development : An exploratory study, International Journal of Operations & Production Management, 2001, Volume: 21 Issue: 3 Page: 275 - 301 en_UK
dc.identifier.issn 0144-3577 -
dc.identifier.uri -
dc.description.abstract Customer support is an essential element in the successful marketing of many products – from domestic appliances to high-tech computer networks. Many aspects of support are strongly influenced by a product’s design and so customer support requirements should be evaluated during new product development. However, researchers have largely ignored the relationship between new product development and customer support. The current study addressed this gap by using case studies and a workshop, both conducted with leading companies, to identify how customer support is typically evaluated at the design stage and to determine the importance of this aspect of new product development. The results have implications for managers responsible for product innovation – they show the need to allocate adequate resources to integrating customer support requirements into new product develo en_UK
dc.language.iso en_UK en_UK
dc.publisher Emerald Group Publishing Limited en_UK
dc.subject After-sales service en_UK
dc.subject Customer care en_UK
dc.subject Design en_UK
dc.subject New product development en_UK
dc.title Customer support and new product development : An exploratory study en_UK
dc.type Article en_UK

Files in this item

This item appears in the following Collection(s)

Show simple item record

Search CERES


My Account