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Customer-focused product development: An outdoor industry perspective
Mid Sweden University, Faculty of Science, Technology and Media, Department of Engineering and Sustainable Development.
2012 (English)Licentiate thesis, comprehensive summary (Other academic)
Abstract [en]

Being customer‐focused is often considered to be a key success factor inproduct‐ or service development. This kind of approach may comprise manythings in practice, such as formal or informal methods and activities that arecarried out to identify and meet, or preferably exceed, customer needs andexpectations. The overall purpose of this thesis is to contribute to a greaterknowledge about the use and function of methods, activities and tools regardingcustomer‐focused product development in the outdoor industry.The thesis is based on three papers, all related to customer‐focused productdevelopment within the outdoor industry. Two empirical studies have beenconducted. In the first one, the outdoor companies’ own experiences of customerinvolvement in product development are examined. In the second study, the useand function of environmental labels as drivers of attractive quality within theoutdoor industry are explored.A new methodology for customer‐focused product development is alsopresented. It is aimed to be used as a hands‐on support for designing for thesatisfaction of customer needs at different levels in practice, especially those thathave been found to be important in the creation of attractive quality and customerloyalty.

Place, publisher, year, edition, pages
Östersund: Mid Sweden University , 2012. , 29 p.
Series
Mid Sweden University licentiate thesis, ISSN 1652-8948 ; 83
Keyword [en]
Product development, innovation, quality, customer focus, outdoor industry
National Category
Engineering and Technology
Identifiers
URN: urn:nbn:se:miun:diva-16708ISBN: 978-91-87103-18-6 (print)OAI: oai:DiVA.org:miun-16708DiVA: diva2:544289
Available from: 2012-08-14 Created: 2012-08-14 Last updated: 2013-05-07Bibliographically approved
List of papers
1. Customer involvement in product development: experiences from Scandinavian outdoor companies
Open this publication in new window or tab >>Customer involvement in product development: experiences from Scandinavian outdoor companies
2011 (English)In: Procedia Engineering, Elsevier, 2011, 583-543 p.Conference paper, Published paper (Refereed)
Abstract [en]

In this paper the outdoor gear and clothing companieś experiences ofcustomerinvolvement in product development are investigated and discussed. The purpose is to examine howcustomersare involved in product development and whether the companies believe there is a need for greater involvement. The study focuses on threecustomergroups: users, retailers and professional users. Surveys were sent out to 33 Swedish and Norwegian companies within the Scandinavian Outdoor Group. The results of the study indicate that the companies think there is a need to involve the users more than today in the early phases of the product development process. Smaller companies seem to have a need for greater user involvement. Most of the participants also explained that they would increase theircustomerinvolvement if they had more time and greater financial resources. © 2011 Published by Elsevier Ltd.

Place, publisher, year, edition, pages
Elsevier, 2011
Keyword
Customer involvement; Innovation; Outdoor industry; Product development
National Category
Engineering and Technology
Identifiers
urn:nbn:se:miun:diva-14495 (URN)10.1016/j.proeng.2011.05.127 (DOI)000300214900085 ()2-s2.0-80051635552 (Scopus ID)
Conference
5th Asia-Pacific Congress on Sports Technology: Impact of Technology on Sport IV, APCST; Melbourne, VIC; 28 August 2011 through 31 August 2011; Code 86031
Available from: 2011-09-16 Created: 2011-09-16 Last updated: 2016-12-16Bibliographically approved
2. Exploring environmental labeling as a means of product differentiation in the outdoor industry
Open this publication in new window or tab >>Exploring environmental labeling as a means of product differentiation in the outdoor industry
2011 (English)Conference paper, Published paper (Refereed)
Place, publisher, year, edition, pages
Ediciones Universidad de Navarra SA, 2011
National Category
Engineering and Technology
Identifiers
urn:nbn:se:miun:diva-14496 (URN)
Available from: 2011-09-16 Created: 2011-09-16 Last updated: 2016-12-02Bibliographically approved
3. Designing for the satisfaction of high-level needs: introducing the Ideation Need Mapping (INM) methodology
Open this publication in new window or tab >>Designing for the satisfaction of high-level needs: introducing the Ideation Need Mapping (INM) methodology
2014 (English)In: The TQM Journal, ISSN 1754-2731, E-ISSN 1754-274X, Vol. 26, no 6, 639-649 p.Article in journal (Refereed) Published
Abstract [en]

Purpose– The purpose of this paper is to introduce a methodology that can support the process of understanding and designing for the satisfaction of high-level needs in practice. The satisfaction of high-level needs has seldom been in focus when it comes to customer satisfaction surveys or the process of new product or service development. However, needs do occur on various levels, and the satisfaction of high-level needs actually appears to have the greatest potential for the creation of loyalty among customers and customer satisfaction. The satisfaction of high-level needs has furthermore been pointed out as a strategy for the creation of attractive quality.Design/methodology/approach– The paper is based on literature studies and the application of the Ideation Need Mapping (INM) methodology in a specific case.Findings– The paper presents the INM methodology that could be used for guiding product and service innovation in practice. More specifically, the methodology supports the process of understanding and designing for the satisfaction of high-level needs.Originality/value– This paper aims to contribute to envisioning and demonstrating how the understanding of, and design for, satisfaction of high-level needs can be done in practice.

Keyword
Customer focus, Customer value, High-level needs, Ideation need mapping, Product development, Quality management
National Category
Engineering and Technology
Identifiers
urn:nbn:se:miun:diva-16707 (URN)10.1108/TQM-08-2012-0058 (DOI)2-s2.0-84927514743 (Scopus ID)
Available from: 2012-08-14 Created: 2012-08-14 Last updated: 2017-12-07Bibliographically approved

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Stenmark, Petter

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