Evaluating Customer Support During New Product Development—An Exploratory Study

Anyone who has struggled with a balky computer understands the importance of product support. Useful support for a high-tech product may take various forms, including installation, documentation, field service, user training, and product upgrades. All these forms of support share a common goal: achieving customer satisfaction with the product. To increase the likelihood of customer satisfaction with a high-tech product, a firm must carefully consider the product's support requirements during the design stage of the new-product development (NPD) effort. As Keith Goffin points out, however, relatively little research has been published about the manner in which product design influences product support. He suggests that firms may benefit from considering product support requirements during the design stage, in much the same way as design for manufacturability (DFM) techniques enable firms to increase ease of manufacture. In a survey of high-tech firms, he explores the ways in which companies evaluate product support requirements during the design stage. The study also examines whether firms use quantitative goals to focus the design team's attention on a product's support needs. To provide deeper understanding of the interrelationship between support requirements and product design, he also presents a case study involving Hewlett-Packard's development of a complex medical device. With responses from 66 companies, the survey offers the first empirical data on how companies plan for product support. Whereas DFM techniques involve consideration of manufacturability during the early stages of design, more than two-thirds of the companies in the study begin planning for support during the second half of the product development process. Only slightly more than one-half of the respondents report the use of a formal product support plan, although use of this type of document is more prevalent among the computer firms in the study. The companies in this study do not consider all aspects of support during product planning. The respondents also do not set quantitative goals for all aspects of support during the design stage. They typically set quantitative goals for service-related aspects of support—for example, product reliability targets such as annual failure rate—rather than for such support areas as user training. The survey responses identify a range of measures which could be used for performing a more comprehensive evaluation of support requirements during the design stage.     

Cash vs. in-kind transfers: Indian data meets theory

This paper uses qualitative and quantitative data from a survey of over 1200 rural households in nine Indian states to explore the arguments for and against cash and in-kind (in this case, food) transfers. When respondents were asked to think about, argue, and ‘choose’ between the two, two-thirds of the respondents expressed a preference for food. Rather than the choice made by respondents, the focus here is on understanding the reasons behind their choice, as explained by beneficiaries themselves. Two main findings emerge. First, some arguments corroborate existing theory (e.g., paternalism, fungibility), but others (e.g., self-control, transition costs) are not incorporated in existing theory on the advantages of in-kind transfers. Second, context is important. Most importantly, respondents’ reported preferences were associated with the benefits they were experiencing under the status quo: where the PDS performed better at distributing food, respondents were more likely to report preferring food to cash transfers. The contention of traditional theory that cash is superior fails to factor in contextual concerns.     

What Do Employees Know About Their Pension Plan?

Original survey data based on 529 respondents in a large organization are used to analyze how much employees know about various features of their occupational pension plan. While the level of understanding was quite low among all employees, it was quite high among those for whom the knowledge matters most in terms of their behavioral decision making. Our results show that rather than being optimal labor contracts that workers enter into with full knowledge at the time of employment, pension contracts are more like contingent claims contracts evolving under conditions of uncertainty and incomplete information.     

The drop and collect survey among industrial populations: theory and empirical evidence

This paper examines the effectiveness of drop-and-collect-survey (DCS) method in improving response rates among organisations. It proposes a theory for its effectiveness and advances a number of propositions relating to its usage among organisations. Subsequent analyses, using empirical evidence from two separate DCS-based studies in Nigeria and Germany, suggest that the DCS results in significantly higher response rates among organisational respondents compared to mail questionnaires. These improved response rates are more likely to be achieved among smaller organisations and through direct, face to face, contact with the target key informant. Combining DCS with prenotification showed only a small, but positive effect. Support was also found for the hypothesised greater effectiveness of the DCS among high-technology firms relative to their low-technology counterparts. Based on the proposed theory and the empirical findings, a DCS decision and implementation framework is presented and directions for future research suggested.     

Understanding beliefs and concerns towards palm oil: Empirical evidence and policy implications

Over the last years palm oil has become a controversial product, due to its alleged harmful environmental and health effects. As a consequence, many food companies have taken concrete actions for meeting growing concerns. In this respect, a field survey was carried out amongst a sample of 607 Italian respondents, in order to highlight the potential effect of consumers’ attitudes towards health, social and environmental worries referred to palm oil consumption. Individual responses were statistically processed by means of a mixture model which allows for the detection of agreement and heterogeneity among respondents with respect to a given item. The results of this study suggest that respondents are worried for the current discussion on palm oil issues. This preoccupation affects both decision of purchasing and interest in further accurate knowledge. Overall, the consumer envisioned by the present study gives some hope on the effectiveness of consumer social responsibility in helping tackle food system sustainability concerns.     

Klimawandel: Wahrnehmung und Einschätzungen der deutschen Haushalte im Herbst 2012

This article presents results that are obtained from a survey among private households in Germany, which took place in the fall of 2012. A key result is that in comparison with a range of other global challenges, respondents are less concerned with fighting climate change, a remarkable outcome given that the share of climate change skeptics in the survey is likely to be lower than in the population owing to selfselection problems. This article addresses such self-selection problems, as well as other shortcomings of surveys, and provides for a discussion on how to cope with them.     

Empirische Analyse des Wechselverhaltens von Stromkunden. Was hält Stromkunden davon ab,zu Ökostromanbietern zu Wechseln?

In an online survey concerning the preferences for wind power generation in Germany respondents were also asked whether they purchase green electricity. If not, they were requested to state the reasons for not purchasing green electricity. In this paper we present the results using, among other things, a logistic regression analysis. Moreover, we also interpret the results with respect to German energy policy. The regression analysis shows, for example, that respondents who are not in favour of the climate policy of the German government are less likely to purchase green electricity. Overall, the results show that respondents do not principally oppose purchasing green electricity. Reservation towards green electricity is rather caused by insufficient information about green electricity and lacking motivation to change power contracts at the current supplier or to change even the supplier. However, as the sample of the on-line survey is not representative for Germany, the conclusions should be considered with some degree of caution. Nevertheless, the results show unused market potential for green electricity. This conclusion might be of interest for producers of green electricity and for the marketing of green electricity labels, because a substantial share of the identified obstacles can be eliminated with suitable marketing actions.     

Industrial survey sampling

A market researcher designs a probability sample of 1000 business executives. Questionnaires are mailed and ultimately 400 usable replies are received. Is the researcher entitled to say that his 400 respondents still represent a probability sample of the population? If the researcher is to evaluate the results of his survey by using statistical techniques that are valid only in reference to the probability sample, then evidence should be presented to show that the character of probability in the sample as originally designed has not been destroyed through nonresponse. There are very sophisticated methods for evaluating the impact of nonresponse, as well as less technical methods. The researcher reporting survey results owes it to the users of the data to explain the initial design of the sample and, if there is a problem of nonresponse, to explain the procedures that have been used to asses the impact of the nonresponse factor. Unless the sample as ultimately executed can be defended as a probability sample, statistical techniques that assume probability should not be employed in evaluating results.     

The gap not only closes: Resistance and reverse shifts in the digital divide in Russia

The reduction of the digital divide due to the availability of the Internet and the improvement of skills is accompanied by reverse and resistance trends associated with the influence of socio-demographic and economic characteristics of users. In this paper, we estimate the volume and dynamics of the digital divide in access and use of the Internet in Russia by key social groups according to a longitudinal survey for 2008–2018. We found that along with the reducing of the digital divide, its gaps still remain. The greatest polarization is associated with the income, age, and type of residence of the respondents. The most vulnerable social groups on access to ICTs and Internet use are the low-income, the elderly, citizens with disabilities, and those living in rural areas. The reverse shifts in the digital divide were recorded mainly in relation to the Internet usage by age between the middle-age and youth and by gender. In addition, we pointed out the most resistance social groups to reduce the digital divide in the period under review, in particular, by income and type of residence of the respondents. The findings contribute to an understanding of the dynamics and social consequences of the digital divide and can be taken into account in social policy and measures.     

The dark side of office designs: towards de‐humanization

Recent research on flexible office designs have shown that open‐plan and/or flex offices may not have the expected effects in terms of employees’ productivity, well‐being, job satisfaction, organizational commitment, and retention. In this article, we propose to consider that the feeling of de‐humanization may explain such dark side of office designs. Adopting a mixed methods approach, we administrated a quantitative survey to 534 employees working in a variety of office designs, and conducted 12 semi‐structured interviews among the respondents to the survey in order to investigate how they experienced their office designs, notably in terms of de‐humanization. Results showed that the three specific office designs under study (i.e. cell, open‐plan, and flex offices) are associated with different levels of de‐humanization and that this feeling of de‐humanization mediates their impact on employees’ job satisfaction, affective organizational commitment, extra‐role performance, psychological strains, and turnover intentions. Interviews’ analysis reveals three main mechanisms in the development of the feeling of de‐humanization in such office designs: a triple feeling of dispossession (of space, voice and professional mastery), a feeling of abandon and an injunction to adopt a modern behaviour.     

New Product Development Practices of Industrial Marketers*

William L. Moore personally interviewed a number of senior managers employed in 25 large industrial marketing companies about new product development practices. These managers are familiar with all phases of the development of typical new products, from the time ideas are generated until market introduction. Most respondents were either division heads or those directly responsible for a division's new product development program. In agreement with a previous study, the use of formal new product strategies and sophisticated quantitative marketing research techniques was found to be lacking in most companies. However, many other elements of the new product development process were carried out more completely than previously reported. For example, respondents reflected sensitivity to informal understanding of new product strategies. A number of the less sophisticated, small scale qualitative research methods actually used may be more appropriate than more sophisticated methods. While several research areas are suggested, the general assessment of the new product practices of these firms is more positive than that of Feldman and Page.     

Australian Residential Telecommunications Consumption and Substitution Patterns

Better telecommunications pricing decisions are able to be made when more complete information concerning relationships among services is available. This study analyses residential fixed-line and mobile telephony, and Internet access and usage demands in an encompassing framework. The discrete-continuous framework allows for service interaction within and between service portfolios. Model estimation is based on the examination of data collected from a country-wide survey of Australian households. In particular, observed service portfolios (household consumption patterns at prevailing access prices and estimated average service usage prices), income and demographic characteristic data are collected. These data also allow the modelling to potentially identify market segments based on income and other household characteristics.JEL Classifications: D12, L11, L69     

Antecedents and Consequences of Cross-Functional Cooperation: A Comparison of R&D, Manufacturing, and Marketing Perspectives

By breaking down the walls among the R&D, manufacturing, and marketing functions, techniques such as concurrent engineering and quality function deployment can pave the way to more effective new product development (NPD). Recognizing the benefits of such cross-functional efforts, practitioners and researchers have examined the interrelationships among various groups in the NPD process, paying particularly close attention to the R&D–marketing interface. However, manufacturing also plays an important role in NPD. Consequently, any thorough exploration of the relationship between cross-functional cooperation and NPD success must consider manufacturing's perspective. X. Michael Song, Mitzi M. Montoya-Weiss, and Jeffrey B. Schmidt provide such a balanced perspective in a study of cross-functional cooperation during NPD in Mexican high-tech firms. Notwithstanding the differing functional goals, objectives, and reward systems present in R&D, manufacturing and marketing, they hypothesize that all three functions recognize that successful NPD requires crossfunctional cooperation. In particular, they expect that representatives of these three functional groups will share similar perceptions, regarding both the drivers and the consequences of cross-functional cooperation. The survey results support the hypothesis that R&D, manufacturing, and marketing professionals share the same perceptions, regarding the drivers and the consequences of cross-functional cooperation. Respondents from all three groups view internal facilitators as the drivers of cross-functional cooperation. In other words, regardless of their functional area, the survey respondents believe that the strongest, most direct effects on cross-functional cooperation and NPD performance come from a firm's evaluation criteria, reward structures, and management expectations. Respondents perceive these internal facilitators as having a greater effect on cross-functional cooperation than that of external forces such as market competitiveness and technological change. In fact, contrary to expectations, the respondents do not view these external forces as having a significant effect on cross-functional cooperation or NPD performance. And contrary to persistent reports about friction between technical and nontechnical personnel, all three groups perceive a strong, positive relationship between cross-functional communication and NPD performance.     

An investigation of the use of global, virtual, and colocated new product development teams

This paper presents the results of an investigation of differences between global, virtual and colocated new product development (NPD) teams. Specifically, we examined whether and how these three types of teams differed in terms of usage, challenges, and performance. A survey of PDMA members was undertaken to collect the data. Out of 103 firms participating in the survey, 54 had used or were using global teams for some of their NPD efforts. Overall, we found that the use of global teams in our respondent firms is rapidly increasing. Our respondents indicated that by the year 2001, approximately one out of every five NPD teams in their companies are likely to be global. However, our respondents also expect that their companies will be using multiple types of teams that is, global, virtual, and colocated, to develop their new products. Our findings also suggest that global teams generally face greater behavioral and project management challenges than either colocated or virtual teams. Global team performance is also lower than the performance of virtual or colocated teams. Are these challenges associated with poorer performance? In examining this question, our results suggest that greater project management challenges are associated with lower performance, for all three types of teams. Surprisingly, behavioral challenges were not associated with performance for any team type. Our results suggest that firms face different problems associated with managing each type of NPD team—global, virtual and colocated. To effectively manage each type of team may, in turn, require that companies and their managers employ different solutions to these different problems. Additionally, companies may find that the preparation they provide to their managers and team members to work in these different team environments may also need to be different. Further research is clearly needed to address these managerial implications.     

PDMA Research on New Product Development Practices: Updating Trends and Benchmarking Best Practices

Product development professionals may have the feeling that yet another buzzword or magic bullet always lurks just around the corner. However, researchers have devoted considerable effort to helping practioners determine which tools, techniques, and methods really do offer a competitive edge. Starting 30 years ago, research efforts have aimed at understanding NPD practices and identifying those which are deemed “best practices.” During the past five years, pursuit of this goal has produced numerous privately available reports and two research efforts sponsored by the PDMA. Abbie Griffin summarizes the results of research efforts undertaken during the past five years and presents findings from the most recent PDMA survey on NPD best practices. This survey, conducted slightly more than five years after PDMA's first best-practices survey, updates trends in processes, organizations, and outcomes for NPD in the U.S., and determines which practices are more commonly associated with firms that are more successsful in developing new products. The survey has the following objectives: determining the current status of NPD practices and performance; understanding how product development has changed from five years ago; determining whether NPD practice and performance differ across industry segments; and, investigating process and product development tools that differentiate product development success. The survey findings indicate that NPD processes continue to evolve and become more sophisticated. NPD changes continually on multiple fronts, and firms that fail to keep their NPD practices up to date will suffer an increasingly marked competitive disadvantage. Interestingly, although more than half of the respondents use a cross-functional stage-gate process for NPD, more than one-third of all firms in the study still use no formal process for managing NPD. The findings suggest that firms are not adequately handling the issue of team-based rewards. Project-completion dinners are for the most frequently used NPD reward; they are also the only reward used more by best-practice firms than by the rest of the respondents. The best-practice firms participating in the study do not use financial rewards for NPD. Compared to the other firms in the study, best-practice firms use more multifunctional teams, are more likely to measure NPD processes and outcomes, and expect more from their NPD programs.     

Objectives, topics and methods in industrial organization during the nineties: Results from a survey

We conducted a survey among 114 experts on industrial organization regarding their opinions on the way markets work, on the proper role of competition and industrial policy, and on the methods which should be used to analyse industrial markets. The experts assessed the importance of research topics and methods during the last year and their probable development in the future. The sample appears to provide a valid representation of European experts, the response pattern does not seem to depend on the personal characteristics of the respondents.     

Dynamic Use Diffusion Model in a Cross‐National Context: A Comparative Study of the United States,Sweden, and India

This study proposes a model of dynamic use diffusion that serves as a basis for investigating post‐adoption technology‐usage behavior. Dynamic use diffusion measures the extent to which technology usage has evolved since the time of adoption. Herein, antecedents and consequences of dynamic use diffusion are investigated. A large‐scale, random sample survey was conducted in the United States, Sweden, and India on the use of Internet and computing technology. The survey results suggest that while the antecedents of dynamic use diffusion are similar across the three countries, the consequences are somewhat different for India. These differences can be attributed to the national cultural differences of India compared with the United States and Sweden with regard to power distance beliefs.     

How buyers' expected benefits, perceived risks, and e-business readiness influence their e-marketplace usage

The main objective of this study was to investigate how buyers' usage of electronic marketplaces was influenced by their perceived risks and expected benefits associated with such markets. A large scale survey involving 359 professional buyers was performed. Results indicated that buyers' perceived risks and expected benefits had an influence on their usage extent of electronic marketplaces. In addition, buyers' e-business readiness moderated the relationship between expected benefits and usage of electronic marketplaces. Managerial and theoretical implications of these results are discussed.