Customer feedback gathering and management tools for product-service system design

Dimitris Mourtzis, Ekaterini Vlachou, Vasilios Zogopoulos, Ravi Kumar Gupta, Farouk Belkadi, Adel Debbache, Alain Bernard

Research output: Contribution to journalConference articlepeer-review

28 Citations (Scopus)


Modern manufacturing industries are being shifted towards a new business model where low cost and high customer value solutions should be designed and provided. The use of advanced technology and mobile applications will support companies to approach customers, and extract and analyze their opinion. Towards that, this research work presents tools for customers' feedback gathering and management to support efficient and accurate product and service designs. Mobile applications for customer feedback gathering on products and services and an importance-satisfaction analysis based on modular design approach are proposed. The tools are validated in a real case study from the robotics industry.

Original languageEnglish
Pages (from-to)577-582
Number of pages6
JournalProcedia CIRP
Publication statusPublished - 2018
Event11th CIRP International Conference on Intelligent Computation in Manufacturing Engineering, CIRP ICME 2017 - Ischia, Naples, Italy
Duration: 19-07-201721-07-2017

All Science Journal Classification (ASJC) codes

  • Control and Systems Engineering
  • Industrial and Manufacturing Engineering


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