HOW KNOWLEDGE FROM CUSTOMERS AFFECTS PRODUCT DESIGN AND PROCESS MANAGEMENT: INITIAL EVIDENCE FROM SYSTEMATIC LITERATURE REVIEW
HOW KNOWLEDGE FROM CUSTOMERS AFFECTS PRODUCT DESIGN AND PROCESS MANAGEMENT: INITIAL EVIDENCE FROM SYSTEMATIC LITERATURE REVIEW

Author(s): Michal Krčál, Radoslav Škapa
Subject(s): Business Economy / Management, Socio-Economic Research
Published by: Masarykova univerzita nakladatelství
Keywords: customer satisfaction; reverse flows; continuous improvement; literature review;
Summary/Abstract: The goal of this paper is to report the initial evidence from an ongoing systematic literature review that focuses on the use of knowledge from customers. This article shows how the knowledge from customers affects the intersections of two disciplines: product (re)design and business process management (process optimization). We are using part of the data from a vast ongoing literature review that analyses the content of research articles that investigated how is any form of information or knowledge used for or within product design or business process management. The results of the content analysis show that not much research is focusing on the concept of using knowledge from customers in the two disciplines. Therefore, we are concluding with suggestions and directions for further research.

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