This paper provides the preliminary analysis based on the survey which we conducted on Strategic 15 Orientation (SO) and Customer eXperience (CX) issues. The results indicated that both understanding, and 16 business perspectives are important. The findings also show that especially in designing human-based 17 services, the view based CX should be emphasized. In addition, regarding goods design, CX was considered 18 more important than the comprehension of the SO.
Makkonen, P., Lampropoulos, G., & Siakas, K. (2022). Connecting services to product (goods) development: A study based on strategic orientation and customer experience. In Proceedings of the 17th International Research Symposium on Service Excellence in Management (QUIS17), 144–149. https://www.researchgate.net/profile/Georgios-Lampropoulos/publication/359747035_CONNECTING_SERVICES_TO_PRODUCT_GOODS_DEVELOPMENT_A_STUDY_BASED_ON_STRATEGIC_ORIENTATION_AND_CUSTOMER_EXPERIENCE/links/624c9c7bcf60536e2343f771/CONNECTING-SERVICES-TO-PRODUCT-GOODS-DEVELOPMENT-A-STUDY-BASED-ON-STRATEGIC-ORIENTATION-AND-CUSTOMER-EXPERIENCE.pdf
This paper provides the preliminary analysis based on the survey which we conducted on Strategic 15 Orientation (SO) and Customer eXperience (CX) issues. The results indicated that both understanding, and 16 business perspectives are important. The findings also show that especially in designing human-based 17 services, the view based CX should be emphasized. In addition, regarding goods design, CX was considered 18 more important than the comprehension of the SO.
@inproceedings{makkonen_2022_connectinga,
url = {https://www.researchgate.net/profile/Georgios-Lampropoulos/publication/359747035_CONNECTING_SERVICES_TO_PRODUCT_GOODS_DEVELOPMENT_A_STUDY_BASED_ON_STRATEGIC_ORIENTATION_AND_CUSTOMER_EXPERIENCE/links/624c9c7bcf60536e2343f771/CONNECTING-SERVICES-TO-PRODUCT-GOODS-DEVELOPMENT-A-STUDY-BASED-ON-STRATEGIC-ORIENTATION-AND-CUSTOMER-EXPERIENCE.pdf},
year = {2022},
publisher = {Universitat Politècnica de València},
pages = {144--149},
author = {Makkonen, Pekka and Lampropoulos, Georgios and Siakas, Kerstin},
title = {Connecting services to product (goods) development: A study based on strategic orientation and customer experience},
booktitle = {In Proceedings of the 17th International research symposium on service excellence in management (QUIS17)},
country = {Spain}
}
