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Developing New Services
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Developing New Services

Incorporating the Voice of the Customer into Strategic Service Development

Caroline Fisher, James Schutta

PDF, 232 pages, Published 2003
ISBN: 978-0-87389-585-9
Item Number: E1162

Member Price: $15.00

List Price: $15.00
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  • Hospitality
  • Retail/Wholesale
  • Manufacturing
  • Customer Satisfaction and Value
  • Quality Function Deployment
  • Product Development and Recall
  • Service


The voice of the customer has long been recognized as an important driver for successful businesses. Likewise, there is a great deal of information on the benefits of quality function deployment and how it can revitalize an organization. But little has been written that connects the two together effectively to create a full understanding and show a process for effectively integrating the two disciplines. This is the focus of Developing New Services: Incorporating the Voice of the Customer into Strategic Service Development, which explains how to incorporate the voice of the customer into product and service development and uses the results to guide strategic planning for the organization.

The book focuses on the service industries, providing expert examples from a variety of businesses such as healthcare, government, banking, education, and the hospitality industries. The authors’ experience as seasoned consultants and instructors is evident in the many real-world examples, exercises, and figures. Developing New Services is ideal for managers who are responsible for developing and improving services, and is also an ideal textbook for management students.