Searched for: subject%3A%22Customer%255C%2Bsatisfaction%22
(1 - 7 of 7)
document
Syed, M.H. (author), Burt, G.M. (author), Kok, J.K. (author), d' Hulst, R. (author)
A large number of demand side management schemes have been proposed in literature for provision of frequency control ancillary services to the network. However, it is assumed that all the flexible devices within the network are managed and controlled under one demand side management (DSM) scheme. In this paper, two independent demand side...
conference paper 2015
document
Simons, L.P.A. (author), de Reuver, M. (author), Langley, D.J. (author), Attema-van Waas, A.R. (author), Hoeve, M.C. (author), Hulsbergen, F. (author), de Koning, N.M. (author), TNO Informatie- en Communicatietechnologie (author)
Empirical studies show that emotions mediate the impact of perceived service quality on customer satisfaction. In this paper, we explore how the mediating effect of emotions differs between web and telephone encounters. In addition, we explore if this mediating effect differs across three service industries that rely heavily on telephone and web...
conference paper 2011
document
Kuijt-Evers, L.F.M. (author), Morel, K.P.N. (author), Eikelenberg, N.L.W. (author), Vink, P. (author), TNO Kwaliteit van Leven (author)
Quality Function Deployment is proposed as an effective design method to integrate ergonomics needs and comfort into hand tool design because it explicitly addresses the translation of customer needs into engineering characteristics. A crucial step during QFD concerns the linking of engineering characteristics to customer needs in the House of...
article 2009
document
Visser, R. (author), Jongen, M. (author), Zwetsloot, G. (author), TNO Kwaliteit van Leven (author)
The aim of the study presented here was to gain an understanding of business-driven innovations towards more sustainable chemical products and processes. A case study was undertaken to assess and analyse the experiences of five different companies. These companies varied in size from small to a multinational, and they also varied in their...
article 2008
document
Sperling, C.P. (author), Simons, L.P.A. (author), Bouwman, W.A.G.A. (author), TNO Informatie en Communicatietechnologie (author)
Designing e-services which have to function in a multi-channel context has proved to be challenging for organizations. Previous research has shown that structured design methods are useful to structure the design process. In this paper we proceed from an existing method (which identifies multi-channel customer needs and functional requirements)...
conference paper 2007
document
Benner, M. (author), Geerts, R.F.R. (author), Linnemann, A.R. (author), Jongen, W.M.F. (author), Folstar, P. (author), Cnossen, H.J. (author)
New food products often fail, because they are not designed according to consumers' wishes or not produced efficiently. Frequently, the information required for an effective and efficient product development process is not relayed to the appropriate actor in the chain. This article presents a conceptual model to gather and disseminate...
article 2003
document
Reijneveld, K. (author), de Looze, M.P. (author), Krause, F. (author), Desmet, P. (author)
Office chair designers have traditionally focused their design efforts on optimizing the so-called 'ergonomic fit.' Although the effort to design chairs that support physical comfort is commendable, the focus on ergonomics neglects the possible impact of emotional responses on the general experience of comfort. The general experience of comfort...
conference paper 2003
Searched for: subject%3A%22Customer%255C%2Bsatisfaction%22
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