Customer Retention in the Automotive Industry pp 93-115 | Cite as
From Value-Orientated Quality Improvement to Customer Satisfaction — A Case Study for Passenger Cars
Chapter
Abstract
As soon as the automotive industry in the western world countries recognizes that the outstandig performace of Japanese manufacturers is the result of a customer-oriented understanding of quality, the QFD approach became a famous instrument to achieve the product quality demanded by customers. Nevertheless this concept has its limits. In this article we suggest the extension of the QFD approach on the base of customer values and benefits. To explain the main idea we applicate the new concept to passenger cars.
Keywords
Customer Satisfaction Conjoint Analysis Quality Function Deployment Sport Engine Global Judgement
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.
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© Betriebswirtschaftlicher Verlag Dr. Th. Gabler GmbH, Wiesbaden 1997