relationship management (CRM) for design and delivery processes. Design/methodology/approach – After the literature review, the … on customer participation in the design and delivery of products/services, as a major stage in CRM in three cases …: customer participation in design; delivery; and design and delivery. As a case study, the customer participation in delivery …

Purpose – This paper seeks to deal with affective design of waiting areas (servicescapes) and has twofold aims. The … first, is to explore affective values for waiting areas. The second, is to identify interactions between physical design … attributes and affective values. Design/methodology/approach – This study included a free association method for data collection …

) quality characteristic optimisation through the use of simple and robust tools with minimal effort. Design … data through an unreplicated‐saturated L 9 (3 4 ) design. Active influences are attributed to the e‐mail volume and the …'s regular Design of Experiments (DOE) formulation for small sampling conditions. Originality/value – This method embraces …

paper is to explore the integration of standardized MSs through a meta‐management approach. Design/methodology/approach – An …

Purpose – The purpose of this paper is to investigate whether a design of experiments application in a company that … works with robust design management (RDM) reflects the principles and practices of RDM. Design/methodology/approach – The …

automotive leaf spring manufacturing organization. Design/methodology/approach – FMEA has been used as a decision‐making tool to … prioritize the corrective actions so as to enhance product/system performance by reducing the failure rate. Both design and … actions that lead to improvement in design. There has been improvement in key decision factors apart from conventional factors …