liu.seSearch for publications in DiVA
Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • oxford
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Exploring routes of dissatisfaction feedback: A multiple case study within a machine industry segment
Fundin, A..
Linköping University, The Institute of Technology. Linköping University, Department of Management and Engineering, Quality Technology and Management .
2006 (English)In: International Journal of Quality & Reliability Management, ISSN 0265-671X, E-ISSN 1758-6682, Vol. 23, no 8, 986-1001 p.Article in journal (Refereed) Published
Abstract [en]

Purpose - The purpose of this paper is to explore routes of dissatisfaction feedback transferrals within a Swedish machine industry segment. The study focuses upon transferrals from dissatisfied users to the product development organizations. There is also an interest in determining whether the feedback is reliable and, if not, how to improve the reliability of this information to create a better basis for decision-making. 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. About 84 percent of the companies within a machine industry segment in Sweden are covered. Based on the empirical investigation, a typology describes four different dissatisfaction feedback constructs, depending on whether the feedback system is active or passive, and on whether the feedback is codified or personalized. Findings - The study indicates that parallel usage of codified and personalized dissatisfaction feedback, compared to using these transferrals in isolation only, improves reliability of dissatisfaction information and puts product developers in a better position when deciding on future actions. However, a real challenge is how to turn passive dissatisfaction routes into active ones. Managing passive dissatisfaction routes with service personnel and call centres as knowledge carriers more actively in product development can certainly reveal many of the hidden needs of users. Originality/value - Our project is essentially managerial, aiming to provide managers and other decision-makers with a framework to establish reliable and adequate customer feedback systems for more effective product development. © Emerald Group Publishing Limited.

Place, publisher, year, edition, pages
2006. Vol. 23, no 8, 986-1001 p.
Keyword [en]
Customer satisfaction, Feedback, Knowledge management, Sweden
National Category
Engineering and Technology
Identifiers
URN: urn:nbn:se:liu:diva-50129DOI: 10.1108/02656710610688176OAI: oai:DiVA.org:liu-50129DiVA: diva2:271025
Available from: 2009-10-11 Created: 2009-10-11 Last updated: 2017-12-12

Open Access in DiVA

No full text

Other links

Publisher's full text

Authority records BETA

Elg, Mattias

Search in DiVA

By author/editor
Elg, Mattias
By organisation
The Institute of TechnologyQuality Technology and Management
In the same journal
International Journal of Quality & Reliability Management
Engineering and Technology

Search outside of DiVA

GoogleGoogle Scholar

doi
urn-nbn

Altmetric score

doi
urn-nbn
Total: 92 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • oxford
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf