Purpose – The purpose of this paper is to explore routes of dissatisfaction feedback transferrals within a Swedish machine industry segment. The study focuses upon transferrals from dissatisfied users to the product development organizations. There is also an interest in determining whether...

Purpose – The purpose of this paper is to explore how various dissatisfaction feedback transferrals contribute to the decision‐making process in product development contexts. Design/methodology/approach – The paper presents the results from a qualitative interview‐based study of 16...