Integrating service and design : the influences of organizational and communication factors on relative product and service characteristics - Archive ouverte HAL Accéder directement au contenu
Article Dans Une Revue JAMS, Journal of the Academy of Marketing Science Année : 2008

Integrating service and design : the influences of organizational and communication factors on relative product and service characteristics

Résumé

The aim of this study is to identify the organizational and communication antecedents, and evaluate the consequences on relative product and service characteristics, of the use of service-sourced information by product designers during new product development. An empirical study of 121 product design managers demonstrates that a firm's market orientation is improved by a healthy working relationship between product designers and service employees. Such a relationship motivates designers to use service- sourced information disseminated to them, enhancing both product and service characteristics of the new offering. The authors discuss how communication channels and information content affect the information use of product designers. Product designers value written information most. Information use does not relate to the frequency of receiving verbal or electronic information. Information about product ergonomics positively influences product designers' perceptions of the information, whereas information on product aesthetics negatively influences their perceptions.

Dates et versions

hal-02312524 , version 1 (05-03-2020)

Identifiants

Citer

Michael Antioco, Rudy Moenaert, Richard Feinberg, Martin Wetzels. Integrating service and design : the influences of organizational and communication factors on relative product and service characteristics. JAMS, Journal of the Academy of Marketing Science, 2008, 36 (4), 501-521 p. ⟨10.1007/s11747-008-0097-x⟩. ⟨hal-02312524⟩
20 Consultations
0 Téléchargements

Altmetric

Partager

Gmail Mastodon Facebook X LinkedIn More