Title: Information behaviour in value characteristics deployment approach to increasing customer satisfaction by combining product and service

Authors: Kazuyoshi Ishii, Takaya Ichimura

Addresses: Kanazawa Institute of Technology, Yatsukaho 3-1, Hakusan City, Ishikawa 924-0838, Japan. ' Department of Management, School of Business and Commerce, Nihon University, Kinuta 5-2-1, Setagaya-ku, Tokyo 157-8570, Japan

Abstract: This paper deals with the difficulties involved in analysing and designing a management system to reduce the risk and improve the productivity of new product and service development. The model represents the process of the value characteristics deployment approach to determining specifications for new combinations of product and service. The proposed method is based on value characteristics that enhance customer satisfaction with the existing products and services. The identified value characteristics are applied to cases of food-catering services for the elderly and the results of the case study points out the effectiveness of adding new value characteristics to satisfy users| needs.

Keywords: quality management; information behaviour; customer satisfaction; service management; value characteristics; new product development; NPD; new service development; food catering; elderly.

DOI: 10.1504/IJEIM.2008.019050

International Journal of Entrepreneurship and Innovation Management, 2008 Vol.8 No.2, pp.154 - 167

Published online: 27 Jun 2008 *

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