While many researchers have made contributions to the now extensive literature on service quality, there is much less research on what constitutes delight in service quality and how organizations can delight customers. This article examines the differences between customer satisfaction and customer delight, notably the benefits of delighting rather than merely satisfying customers. It describes how to delight customers, outlines how to implement a successful customer delight program, shows how to measure customer delight, and discusses the potential pitfalls of doing so.

How to delight your customers

Improve the extrusion process in tire production using Six Sigma methodology

Doing Business 2011: making a difference for entrepreneurs (En qué y porqué España es-tan-diferente y qué hacemos para que lo sea menos)

Products are now developed based on what customers desire, and thus attractive quality creation has become crucial. In studies on customer satisfaction, methods for analyzing quality attributes and enhancing customer satisfaction have been proposed to facilitate product development. Although substantial studies have performed to assess the impact of the attributes on customer satisfaction, little research has been conducted that quantitatively calculate the odds of customer satisfaction for the Kano classification, fitting a nonlinear relationship between attribute-level performance and customer satisfaction. In the present study, the odds of customer satisfaction were determined to identify the classification of quality attributes, and took customer psychology into account to suggest how decision-makers should prioritize the allocation of resources. A novel method for quantitatively assessing quality attributes was proposed to determine classification criteria and fit the nonlinear relationship between quality attributes and customer satisfaction. Subsequently, a case study was conducted on bicycle user satisfaction to verify the novel method. The concept of customer satisfaction odds was integrated with the value function from prospect theory to understand quality attributes. The results of this study can serve as a reference for product designers to create attractive quality attributes in their products and thus enhance customer satisfaction.

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Empirical research on Kano’s model and customer satisfaction

design for six sigma a roadmap for product development is available in our book collection an online access to it is set as public so you can download it instantly. Our book servers spans in multiple locations, allowing you to get the most less latency time to download any of our books like this one. Merely said, the design for six sigma a roadmap for product development is universally compatible with any devices to read.

Design For Six Sigma A Roadmap For Product Development

/pdf/using-six-sigma-methodology-to-improve-the-assembly-process-1lr5eav66n.pdf

Using Six Sigma Methodology to Improve the Assembly Process in an Automotive Company

First-year students undergo several transformations like the transition from high school to university schedules, teaching methods, and discipline specificities to social changes that come with meeting new colleagues or moving to other locations far from family and friends. The COVID-19 outbreak brought additional concerns and uncertainties once educational systems implemented distance learning schemes for public health management. Nevertheless, higher educational organizations preferred to implement hybrid approaches for student engagement motivation and high dropout rate avoidance. In Romania, such an educational system has been applied with caution. Since the pandemic needs to be understood as an opportunity for adaptation and education improvements, the purpose of the present paper is to uncover lessons learned and to develop a systematized model based on students' perception regarding face-to-face, online and hybrid systems. For this reason, a grounded theory approach has been preferred. Thus, 149 Romanian students enrolled in the first year in engineering specialities with ages between 18-26 years both male (50.3%) and female (49.7%) have answered the research questions in an online environment due to pandemic restrictions. Based on the online asynchronous student interviews, 220 codes and a further 13 categories have been developed. After a pertinent analysis of the relationships between categories and relevant literature sorting, a theoretical model for the Romanian higher educational current pandemic situation has been proposed. The main face-to-face and online education characteristics are outlined, the hybrid approach becoming a bridge between the two systems. Management implications are outlined together with further research directions.

Facing COVID-19 Challenges: 1st-Year Students' Experience with the Romanian Hybrid Higher Educational System.

For the last decade, companies have tried to survive in a continuous competitive global marketplace with informed and demanding customers for first-time-right delightful products and services. The ...

/pdf/the-hwwp-a-refined-iva-kano-model-for-designing-new-4emzz4ozwu.pdf

The HWWP, a refined IVA-Kano model for designing new delightful products or services

Customer Perspective of Value for Innovative Products and Services

Ship propellers must resist simultaneously to ocean water corrosion and cavitation erosion. Until now, the best material used is the bronze with great copper content. These materials are expensive and there is the tendency to reduce the copper content while maintaining good properties. Such a material is AMPCO M4 used for manufacturing details for aircraft retractable landing assemblies. As a consequence we undertake cavitation erosion tests upon this bronze. In natural state (cast or even extruded) the cavitation resistance is not acceptable so, we improved the specimens by treating them with laser beams at three different impulse powers (160, 180 and 220 W). The cavitation erosion resistance was tested in the Cavitation Laboratory of Timisoara "Politehnica" University using a vibratory device respecting the conditions imposed by ASTM G32-2010 Standard. The comparisons with the genuine material (without any treatments) show that the applied procedure increased the hardness of the melted layer as well as the cavitation erosion behavior.

https://iopscience.iop.org/article/10.1088/1757-899X/85/1/012005/pdf

Adrian Pugna

Papers

Using Six Sigma Methodology to Improve the Assembly Process in an Automotive Company

Facing COVID-19 Challenges: 1st-Year Students' Experience with the Romanian Hybrid Higher Educational System.

The HWWP, a refined IVA-Kano model for designing new delightful products or services

Customer Perspective of Value for Innovative Products and Services

Laser beam treatment effect on AMPCO M4 bronze cavitation erosion resistance