Goffin, K. (1998). Evaluating Customer Support During New Product Development — An Exploratory Study.Journal of Product Innovation Management, (15), 42-56.
Format: Peer-reviewed article
Type: Research — Non-experimental
Experience level of reader: Fundamental
Annotation: Article explores the extent to which Customer Support requirements are considered during the design stages of an NPD process. Just as design for manufacturability (DFM) techniques ease manufacturing processes, advanced planning should improve product support which is considered critical to hi-tech product/service success.
Setting(s) to which the reported activities/findings are relevant: Large business, Small business (less than 500 employees)
Knowledge user(s) to whom the piece of literature may be relevant: Brokers, Manufacturers
Knowledge user level addressed by the literature: Organization
This article uses the Commercial Devices and Services version of the NtK Model