Titlebook: Customer Retention in the Automotive Industry; Quality, Satisfactio Michael D. Johnson (Professor of Marketing, Member Book 1997 Betriebswi

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,Linking Satisfaction to Design — A Key to Success for Volvo,in the product development process. This paper addresses this translation process and problems of linking customer satisfaction to the early stages of product development. In the paper Quality Function Deployment (QFD) and a framework for linking internal quality and customer satisfaction are used a