Jamison, Wes V.
Kasouf, Chickery J.
Dow Chemical Company sponsored an IQP concerning the disaggregation of product and service among its European coated-paper customers. The project team used nonprobabilistic sampling to interview Dow customers throughout Europe, and discovered that six key themes emerge as important perceptions of either product or service. These include Quality, Discussion, Price, Problem Solving, Research and Development, and Analysis. We conclude that Dow has the possibility to use these six themes, which increase customer value, to improve its future service offerings.
Worcester Polytechnic Institute
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