Supporting product-service development through customer feedback

Tapani Ryynänen, Karvonen Iris, Heidi Korhonen, Kim Jansson

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-review

Abstract

When developing product-services (P-S) it is important to take a collaborative and user-centric perspective to ensure that the P-S fits to customer needs. There are different approaches for the user involvement from intensive co-creation to the collection of customer feedback about the P-S design or P-S behavior. The feedback again can be collected using different methods and tools. The paper discusses different methods for collecting customer feedback for product-service innovation and design. The context of the study is the Manutelligence project in which a P-S collaboration platform is developed, also to support interaction with customer. In the paper four Manutelligence use cases from different industrial fields are analysed to identify the different customer types, lifecycle stages of the feedback, feedback forms and how the platform can support the feedback collection and use. The benefits of the feedback collection in different cases are also described.
Original languageEnglish
Title of host publicationIFIP Advances in Information and Communication Technology
EditorsHamideh Afsarmanesh, Luis M. Camarinha-Matos, Rosanna Fornasiero
PublisherSpringer
Pages138-145
Number of pages8
ISBN (Print)978-3-319-65150-7, 978-3-319-65151-4
DOIs
Publication statusPublished - 1 Jan 2017
MoE publication typeA4 Article in a conference publication
Event18th IFIP WG 5.5 Working Conference on Virtual Enterprises, PRO-VE 2017 - Vicenza, Italy
Duration: 18 Sep 201720 Sep 2017

Publication series

SeriesIFIP Advances in Information and Communication Technology
Volume506
ISSN1868-4238

Conference

Conference18th IFIP WG 5.5 Working Conference on Virtual Enterprises, PRO-VE 2017
Abbreviated titlePRO-VE 2017
CountryItaly
CityVicenza
Period18/09/1720/09/17

Fingerprint

Service development
Service design
Service behavior
Service innovation
User involvement
Co-creation
Customer needs
Life cycle
Interaction

Keywords

  • platform for collaboration
  • co-creation
  • product-service engineering
  • customer feedback
  • manufacturing intelligence
  • use cases

Cite this

Ryynänen, T., Iris, K., Korhonen, H., & Jansson, K. (2017). Supporting product-service development through customer feedback. In H. Afsarmanesh, L. M. Camarinha-Matos, & R. Fornasiero (Eds.), IFIP Advances in Information and Communication Technology (pp. 138-145). Springer. IFIP Advances in Information and Communication Technology, Vol.. 506 https://doi.org/10.1007/978-3-319-65151-4_13
Ryynänen, Tapani ; Iris, Karvonen ; Korhonen, Heidi ; Jansson, Kim. / Supporting product-service development through customer feedback. IFIP Advances in Information and Communication Technology. editor / Hamideh Afsarmanesh ; Luis M. Camarinha-Matos ; Rosanna Fornasiero. Springer, 2017. pp. 138-145 (IFIP Advances in Information and Communication Technology, Vol. 506).
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Ryynänen, T, Iris, K, Korhonen, H & Jansson, K 2017, Supporting product-service development through customer feedback. in H Afsarmanesh, LM Camarinha-Matos & R Fornasiero (eds), IFIP Advances in Information and Communication Technology. Springer, IFIP Advances in Information and Communication Technology, vol. 506, pp. 138-145, 18th IFIP WG 5.5 Working Conference on Virtual Enterprises, PRO-VE 2017, Vicenza, Italy, 18/09/17. https://doi.org/10.1007/978-3-319-65151-4_13

Supporting product-service development through customer feedback. / Ryynänen, Tapani; Iris, Karvonen; Korhonen, Heidi; Jansson, Kim.

IFIP Advances in Information and Communication Technology. ed. / Hamideh Afsarmanesh; Luis M. Camarinha-Matos; Rosanna Fornasiero. Springer, 2017. p. 138-145 (IFIP Advances in Information and Communication Technology, Vol. 506).

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-review

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Ryynänen T, Iris K, Korhonen H, Jansson K. Supporting product-service development through customer feedback. In Afsarmanesh H, Camarinha-Matos LM, Fornasiero R, editors, IFIP Advances in Information and Communication Technology. Springer. 2017. p. 138-145. (IFIP Advances in Information and Communication Technology, Vol. 506). https://doi.org/10.1007/978-3-319-65151-4_13