Connecting services to product (goods) development : a study based on 2 strategic orientation and customer experience

Makkonen, Pekka; Lampropoulos, Georgios; Siakas, Kerstin (2022-03)
 
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URI
https://doi.org/10.4995/quis17.2022.15169

Makkonen, Pekka
Lampropoulos, Georgios
Siakas, Kerstin
Editori(t)
Tracey, Bruce
Heinonen, Kristina
Trull-Domínguez, Oscar
Peiró-Signes, Ángel
Universitat Politècnica de València
03 / 2022
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi-fe2023020125482

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vertaisarvioitu
©2022 The authors. Published by Universitat Politècnica de València. Please cite the original version: Makkonen, P., Lampropoulos, G. & Siakas, K. (2022). Connecting services to product (goods) development : a study based on 2 strategic orientation and customer experience. In: Tracey, B., Heinonen, K., Trull-Domínguez, O. & Peiró-Signes, Á. (eds.) Proceedings of the QUIS17 : The 17th International Research Symposium on Service Excellence in Management. València: Universitat Politècnica de València. http://dx.doi.org/10.4995/QUIS17.2022.15169
Tiivistelmä
This paper provides the preliminary analysis based on the survey which we conducted on Strategic Orientation (SO) and Customer eXperience (CX) issues. The results indicated that both understanding, and business perspectives are important. The findings also show that especially in designing human-based services, the view based CX should be emphasized. In addition, regarding goods design, CX was considered more important than the comprehension of the SO.
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