In the past, organisations could concentrate on their internal capabilities, emphasising product performance and technology innovation. Organisations that did not understand their customers’ needs eventually found that competitors could make inroads by offering products or services better aligned to their customers’ preferences. Many Facilities Management organisations today have a mission focu...

Quality function deployment (QFD) is a systematic process for translating customer needs into engineering characteristics, and then communicating them throughout the enterprise in a way to ensure that details are quantified and controlled. The inherent fuzziness of relationships in QFD modeling justifies the use of fuzzy regression for estimating the relationships between both customer needs an...

E-service involves the delivery of useful services through information technology based service delivery channels such as the Internet. A distinguishing feature of e-service is the active and significant participation of customers in the service co-production process. With increasing customer participation in the e-service co-production process, it is important to incorporate customers’ needs b...

Customer segmentation is the practice of dividing a customer base into groups of individuals that are similar in specific ways relevant to marketing such as age, gender, interests, spending habits, and so on. One of the easiest definitions is "a group of customers with shared needs". From this definition, it's clear what we need to identify customers with shared needs. The customer segmentation...