VOLUME 10 2010 NUMBER 2

Analysing customer requirements and satisfaction in the furniture industry according to ISO 9000 certification: a case study
Laura Martínez Caro / Enrique Flores López / Jose Antonio Martínez García
Universidad Politécnica de Cartagena
The need to identify customer requirements and to satisfy them has become the main objective of companies. To manage that activity, that it is commonly associated to the marketing department, is the aim of every quality system, and therefore is a task that comprises the remaining departments of the organization. Through a case study, this paper seeks to identify which are the usual marketing practices in the furniture industry, and to outline an appropriate performance framework in agreement with the procedures settled down in the ISO 9000:2000 standards.
KeyWords: Consumer needs; consumer satisfaction; ISO 9000:2000 certification
DOI: 10.5295/cdg.100162lm
Bibliographic: MARTÍNEZ CARO, L.; FLORES LÓPEZ, E.; MARTÍNEZ GARCÍA J. A. (2010): "Análisis de las necesidades del cliente y su satisfacción en la industria del mueble según las normas ISO 9000: un estudio de casos"; Cuadernos de Gestión, Vol. 10. Nº 2, pp. 99-116. DOI: 10.5295/cdg.100162lm
JEL Classification: M1, M3


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