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| Author: | Goffin, K. |
| Title: | Evaluating customer support during new product development: an exploratory study |
| Journal: | Journal of Product Innovation Management
1998 : JAN, VOL. 15:1, p. 42-56 |
| Index terms: | CUSTOMERS NEW PRODUCTS DEVELOPMENT |
| Language: | eng |
| Abstract: | Anyone who has struggled with a balky computer understands the importance of product support. Useful support for a high-tech product may take various forms, including installation, documentation, field service, user training, and product upgrades. All these forms of support share a common goal: achieving customer satisfaction with the product. To increase the likelihood of customer satisfaction with a high-tech product, a firm must carefully consider the product's support requirements during the design stage of the new-product development (NPD) effort. |
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