A framework for designing new products and services

Rubén Huertas García and Carolina Consolación Segura

Customer satisfaction is an important objective in all areas of business and services. A key issue in today's design activities is to achieve customer satisfaction in an economical way by finding the attributes that are most valuable to customers.

A framework for designing new products and services

Rubén Huertas-García

Barcelona University

Carolina Consolación-Segura

Technical University of Catalonia

Introduction

A company designs its products and services to distinguish them from competitors’ offerings as well as to conform to changing customer tastes and to meet legal requirements. Teams of people from diverse backgrounds (such as marketing, operations, consumer groups and supplier goods) are brought together to design new services. Marriott, for example, successfully used the project team approach to design its line of economy hotels (Murdick et al.1990). Studies in the management of technology suggest that cooperation and communication among...

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