Continuous learning using dissatisfaction feedback in new product development contexts
International Journal of Quality & Reliability Management
ISSN: 0265-671X
Article publication date: 7 September 2010
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
Citation
Fundin, A. and Elg, M. (2010), "Continuous learning using dissatisfaction feedback in new product development contexts", International Journal of Quality & Reliability Management, Vol. 27 No. 8, pp. 860-877. https://doi.org/10.1108/02656711011075080
Publisher
:Emerald Group Publishing Limited
Copyright © 2010, Emerald Group Publishing Limited