Anders Fundin

Dynamics of service attributes: a test of Kano's theory of attractive quality

Purpose - The aim of the paper is to contribute to a better understanding of the theory of attractive quality through an empirical investigation of an e-service. Our focus is on the consistency of different levels of service attributes and their dynamics. Our empirical investigation aims to increase both the validity of the theory of attractive quality and the use of technology readiness as a means to understand the variation of customer perceptions of service attributes. Design/methodology/approach - A survey of customers technology readiness, usage and perceptions of an e-service was conducted. Four propositions concerning the consistency and dynamics of Kanos theory of attractive quality are tested, mainly using general linear models. Findings - Our results show that by investigating customers at different stages of the service adoption curve, a better understanding of certain dynamics of service attributes can be achieved. When the e-service was introduced, it was perceived as indifferent; at present it is seen as an attractive service by the market. But the early adopters of e-services already regard it as a one-dimensional or a must-be service. Originality/value - The study provides a new framework and methodology for how to investigate the dynamics of service attributes, not only between individuals within different market segments, but also at different service attribute levels. From a managerial standpoint, our results suggest consequential insight about the life cycle of the services that an organization provides to its customers.

Exploring the customer feedback process

In today’s increasingly competitive market, it is important both to delight and to avoid disappointing the customers. Thus, it is of value to have a systematic process for obtaining feedback from the customers, not only as a basis for corrective action relating to current products, but also as vital input to the new product development process. How can we meet our present and future customers’ expectations, if we do not have a feedback process that handles available information? This study investigates how this feedback process functions, and it seeks potential improvement. Three organizations are studied, and data are collected through interviews and personal observation. The case studies are conducted as a collaborative project with three Swedish manufacturing companies and the Department of Total Quality Management at Chalmers University of Technology.

Understanding new service development and service innovation through innovation modes

Purpose – The purpose of this paper is to explore the role of innovation modes in understanding challenges of integrated NSD and NPD, and the use of nstructured NSD processes in manufacturing firms. nDesign/methodology/approach – The research is based on a two-stage multiple case study. The first stage is an interview study of 17 key informants nrepresenting manufacturing firms in the machine industry. The second stage is an in-depth study of three service innovations at three manufacturing nfirms based on 16 interviews with key informants. nFindings – The results of the study show that NSD processes are often more structured if the service is developed separately from the product. The fact nthat different innovation modes benefit from varying degrees of structure in the development process means that integrated service development can nbe challenging. Furthermore, service innovations often follow a trajectory of innovation modes before succeeding in the market. Some innovation nmodes occur within the NSD process, while others occur outside the process. One success factor for NSD is the fit between the innovation modes and nthe NSD process, rather than the NSD process per se. nOriginality/value – This research uses innovation modes to explain why NSD in manufacturing firms is often performed on an ad hoc basis, and how nservice innovations go through a trajectory of innovation modes. In this way, the study contributes to theory development of service innovation, and nspecifically service innovations in manufacturing firms.

Continuous learning using dissatisfaction feedback in new product development contexts

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/app ...

Using Kano’s Theory of Attractive Quality to Better Understand Customer Experiences with E‐Services

The interest in on‐line services has increased during the last couple of years and there are now several models developed to better understand how customers evaluate e‐service quality. In this empircal study we combine the use of the theories of attractive quality and technology readiness so as to explain customer experiences of e‐services. A survey was conducted with 188 students at three universities in Sweden, asking how they assess an e‐service that enables one to reserve and buy cinema tickets on‐line. The main contribution of the study is its provision of evidence on how to interpet and improve customer satisfaction when designing e‐services. Our belief is that an organization can gain a clearer grasp of how customer satisfaction is created with an e‐service by taking into account customers’ experiences with new technology.

Exploring quality challenges and the validity of excellence models

Purpose: The purpose of this paper is to identify and explore important quality-related challenges facing organizations, and investigate how current excellence models incorporate these challenges. ...

Exploring routes of dissatisfaction feedback: A multiple case study within a machine industry segment

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 personalize...

Factors influencing control charts usage of operational measures

Purpose nThe purpose of this paper is to identify factors influencing implementation of control charts on key performance indicators (KPIs). n nDesign/methodology/approach nFactors driving organizational change described in literature are analyzed inspired by the affinity-interrelationship method. A holistic multiple-case design is used to conduct six workshops to affect the usage of control charts on KPIs at a global company in the automotive industry. The theoretical factors are compared with the result from the case study. n nFindings nThe important factors for implementation success differ to some extent between the theoretical and empirical studies. High-level commitment and a clear definition of the goal of change could be most important when creating a motivation for change. Thereafter, having a dedicated change agent, choosing an important KPI and being able to describe the gain in financial terms becomes more important. n nPractical implications nBy using control charts on KPIs, the organization in the case study has become more proactive, addressing the right issues upstream in the process, in the right way, cross-functionally. n nOriginality/value nFactors affecting the implementation of already available solutions in the industry are highlighted. This potentially provides a basis for improved decision making, which has a significant value.

Beyond root-cause analysis [product development process improvement]

This paper describes a method for identifying improvement opportunities in the product development process, by use of root-cause analysis. Performed in a cross-functional setting, the proposed method provides a broad base of causes, both technical and nontechnical, for the analysis.