.... Customer relations Conversation Service industries Product development Recently there has been an effusive corporate and academic interest in the notion and practice of customer involvement. Companies are rushing into the customer involvement bandwagon, viewing it as a way to achieve a more...

... activities; and planning and preparing activities (see Figure 3). Service quality Product development Customer orientation Airlines There are many indications that true customer focus is a prerequisite for effective and efficient development activities (Dussauge et al., 1992...

...Jim Falender Outlines the stages through which Dow Corning created new opportunities in new markets for product development in order to meet the company’s goals for growth. Dow Corning carried through its re‐engineering programme at a time of company growth and profitability,not of crisis. Argues...