An investigation of customer delight during product evaluation: Implications for the development of desirable products

Abstract

This paper reports findings from three research methods used to study customer delight during product evaluation. The results are framed in terms of existing models, high-lighting inadequacies in the assumptions these models make. Implications for product development are proposed in the form of practical strategies for understanding and delighting customers.

Keywords

product development customer delight empathic design product evaluation

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