A mixed-method approach to reveal untapped customer needs

Authors Gerrita van der Veen, Remko van der Lugt
Published in Conference paper XXIV ISPIM
Publication date 2012
Research groups Marketing & Customer Experience
Type Lecture


How to provide health clubs the possibility of offering distinctive services in an increasingly stronger and rapidly changing competitive environment? This was the issue raised by the Dutch fitness industry, which in recent years has grown markedly. Our study represents an extension of the dynamic capabilities framework, by exploring and suggesting a mixed method approach to operationalize the capability of customer focus. We have adapted emerging generative user research methods from the field of design as we feel that the most commonly used models and methods in marketing do not answer to the new demands of the market In our contribution we discuss the need for new methods for arriving at a customer-driven marketing approach. We demonstrate how we have transferred this to the health club industry in a study among n=5,000 customers of health clubs. We will discuss how the approach spurred new insights through multidisciplinary collaboration.

On this publication contributed

Language English
Published in Conference paper XXIV ISPIM

Marketing and Customer Experience