CUED Publications database

An investigation of customer delight during product evaluation: Implications for the development of desirable products

Evans, S and Burns, AD (2007) An investigation of customer delight during product evaluation: Implications for the development of desirable products. Proceedings of the Institution of Mechanical Engineers, Part B: Journal of Engineering Manufacture, 221. pp. 1625-1640. ISSN 0954-4054

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Abstract

This paper reports findings from three research methods used to study customer delight during product evaluation. The results are framed in terms of existing models, high-lighting inadequacies in the assumptions these models make. Implications for product development are proposed in the form of practical strategies for understanding and delighting customers. © IMechE 2007.

Item Type: Article
Uncontrolled Keywords: Customer delight Empathie design Product development Product evaluation
Subjects: UNSPECIFIED
Divisions: Div E > Production Processes
Depositing User: Cron Job
Date Deposited: 07 Mar 2014 12:08
Last Modified: 09 Dec 2014 22:45
DOI: 10.1243/09544054JEM786