Purpose – The speed of new product development (NPD) has been a key factor in a firm's degree of competitiveness. The tools and philosophy of quality management have been widely used to improve and control product quality. However, there is a lack of literature on the relationship between...

Purpose – The purpose of this paper is to propose an integrated model of quality function deployment (QFD) and customer relationship management (CRM) for design and delivery processes. Design/methodology/approach – After the literature review, the elements of a CRM business cycle were...

Purpose – This paper seeks to focus on the role of virtual communities as a means to boost tourist product innovation by leveraging customer relationships. Its purpose is to offer a deeper and clear‐cut understanding of the collaborative innovation paradigm in order to analyze its impact on...

Purpose – The purpose of this paper is to ascertain the most relevant quality factors and communication activities that are suitable as competitive levers in dentistry. Design/methodology/approach – The research is based on a model that highlights the reciprocal influence between patient...

Purpose – The purpose of this paper is to establish an integrated model of a service‐delivery system, customer relationship management (CRM), and customer satisfaction evaluation. The strategic objectives, such as the pursuit of key performances, the retention of customers, the provision of...