Customer satisfaction scoring for innovative product management based on extenics

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Abstract

Compare with many other innovation research projects, the failure rate of innovative product management remains high. How to measure customer satisfaction for innovative products is an important research issue. Based on Extenics, we present a customer satisfaction scoring function which could objectively describe the quantitative and qualitative change process. The function is constructed by combining the perceived quality and expectations differentiation model, and the function analysis as well as the ZOT(the Zone of Tolerance) theory. Furthermore, some correlative natures of the customer satisfaction are explored for practical application © 2013 The Authors. Published by Elsevier B.V.

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Xiang, Z., Li, X., & Yang, J. (2013). Customer satisfaction scoring for innovative product management based on extenics. In Procedia Computer Science (Vol. 17, pp. 1178–1185). Elsevier B.V. https://doi.org/10.1016/j.procs.2013.05.150

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