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| Content Provider | IEEE Xplore Digital Library | 
|---|---|
| Author | Van der Haar, J.W. Kemp, R.G.M. Omta, O.W.F. | 
| Copyright Year | 1999 | 
| Description | Author affiliation: Stork Group Aerosp., Papendrecht, Netherlands (Van der Haar, J.W.) | 
| Abstract | Summary form only given. It is becoming increasingly difficult nowadays to differentiate on technical features and quality alone, because of the ever-shorter periods of technical superiority. Companies may overcome this problem by looking at customer needs, instead of technical features. This is the core of the so called 'customer value concept', which advocates thinking in value attributes instead of tangible features. The intangible character of these services makes it harder to copy, because their quality largely depends on the firm's personnel and culture. In this paper the concept of customer value is elaborated by evaluating the results of a conjoint analysis into extra service creation at an R&D intensive multinational company in the area of office equipment. | 
| File Size | 104595 | 
| File Format | |
| ISBN | 1890843024 | 
| DOI | 10.1109/PICMET.1999.808334 | 
| Language | English | 
| Publisher | Institute of Electrical and Electronics Engineers, Inc. (IEEE) | 
| Publisher Date | 1999-07-29 | 
| Publisher Place | USA | 
| Access Restriction | Subscribed | 
| Rights Holder | Portland Int. Conf. on Management of Eng. & Techno | 
| Subject Keyword | Companies Research and development Personnel Product design Testing Printing Customer satisfaction Area measurement Market research Analytical models | 
| Content Type | Text | 
| Resource Type | Article | 
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