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.

• This report represents the work of one or more WPI undergraduate students submitted to the faculty as evidence of completion of a degree requirement. WPI routinely publishes these reports on its website without editorial or peer review.

Creator

• Lafond, Kristen Marie
• Johnson, Mark Daniel
• Gatchell, Jennifer L.
• Frawley, Joseph Richard

Subject

• Industry

Publisher

• Worcester Polytechnic Institute

Identifier

• 02C010I

Keyword

• Marketing
• Organizational effectiveness

Advisor

• Kasouf, Chickery J.
• Jamison, Wes V.

Year

• 2002

Center

• Zurich, Switzerland Project Center - IQP

Sponsor

• Dow Chemical

Date created

• 2002-01-01

Location

• Zurich

Resource type

• Interactive Qualifying Project

Rights statement

• In Copyright