... and the conclusions. Engineering consulting Service innovation Radical innovation Customer involvement Case studies Customer services quality Quality improvement Scandinavia Even though different models of the innovation process can be found in the literature, describing the innovation process...

... questions unanswered. Thomas J. Page can be contacted at: tpage@msu.edu © Emerald Group Publishing Limited 2009 Customer satisfaction Customer services quality Business‐to‐business marketing An executive summary for managers and executive readers can be found at the end...

... at the end of this article. Man‐machine systems Customer services quality Product reliability Service delivery Multinational companies Customer requirements © Emerald Group Publishing Limited 2004 Other industrial customers prefer not to develop in‐house maintenance organizations...