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Relevant bibliographies by topics / Customer feedback

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Academic literature on the topic 'Customer feedback'

Author: Grafiati

Published: 4 June 2021

Last updated: 30 May 2022

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Journal articles on the topic "Customer feedback"

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Stoica, Eduard Alexandru, and Esra Kahya Özyirmidokuz. "Mining Customer Feedback Documents." International Journal of Knowledge Engineering-IACSIT 1, no. 1 (2015): 68–71. http://dx.doi.org/10.7763/ijke.2015.v1.12.

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Ashurst, Adrian. "Customer Feedback." Nursing and Residential Care 2, no. 11 (November 2000): 554. http://dx.doi.org/10.12968/nrec.2000.2.11.7676.

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Omisakin, Olufemi Muibi, Chanaka Bandara, and Indrapriya Kularatne. "Designing a Customer Feedback Service Channel Through AI to Improve Customer Satisfaction in the Supermarket Industry." Journal of Information & Knowledge Management 19, no. 03 (July 17, 2020): 2050015. http://dx.doi.org/10.1142/s021964922050015x.

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This study examines the impact of customer feedback channels on customer satisfaction, the need to design a new feedback channel using artificial intelligence (AI) as a goods locator map and internal survey model in the supermarket industry. A self-administered questionnaire was used to collect data from customers in supermarkets. Descriptive statistics and correlations were used to analyse the collected data sets to attain a statistically supported conclusion. The research found customer feedback service channels impacted on customers’ satisfaction. Customers were not satisfied with the rate of responsiveness to their feedback. The study designed and proposed a customer feedback service channel with AI as an alternative to existing feedback channels. It concluded that an AI designed system should be developed and implemented in supermarkets to test the intended outcome of the feedback channels and to design a robust system as a goods locator map and internal survey model.

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Kim, Shinyoung, Sunmee Choi, and Rohit Verma. "Providing feedback to service customers." Journal of Service Management 28, no. 2 (April 18, 2017): 389–416. http://dx.doi.org/10.1108/josm-11-2015-0368.

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Purpose In services, customers’ successful performance of expected roles is critical to ensuring successful service outcomes. To help customers perform their roles better, service providers offer them feedback on their performance. To improve the design of customer feedback that contains both positive and negative messages, the purpose of this paper is to examine the order and the repetition effect of feedback message types on customer feedback satisfaction, motivation, and compliance intention, focusing on the moderating effect of customer involvement level. This paper also examines whether feedback satisfaction and motivation mediate the moderation effect of the order or repetition of feedback message type and customer involvement level on compliance intention. Design/methodology/approach This study employs two between-subject quasi-experimental designs: 2 (feedback message order: positive message first vs negative message first) × 2 (involvement level: high vs low) and a 2 (repeated feedback type: positive vs negative) × 2 (involvement level: high vs low). Data collection occurred through an online survey using eight health checkup scenarios. Hypotheses were tested by using MANOVA and PROCESS. Findings The customer involvement level moderated the effect of the presentation order of feedback message type on customer responses. With highly involved customers, offering positive feedback initially produced responses that were more favorable. With customers with low involvement, the order did not matter. The effects of feedback satisfaction and motivation as mediators in the effect of order on compliance intention were significant only with highly involved customers. The mediation effect of motivation was much stronger than that of feedback satisfaction. The repetition of a particular feedback type took effect only with customers with low-involvement level. Compared to the no-repetition condition (positive-negative), when positive feedback was repeated (positive-negative-positive), motivation increased. Compared to the no-repetition condition (negative-positive), when negative feedback was repeated (negative-positive-negative), feedback satisfaction and compliance intention decreased. In terms of mediating effect, only feedback satisfaction was a meaningful mediator and only when negative feedback was repeated to low-involvement customers. Originality/value This study contributes to research by extending feedback studies in services to include a consideration of the order and repetition of feedback message types as design variables; it contributes practically by suggesting how to design feedback for better customer responses such as feedback satisfaction, motivation, and compliance intention.

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Ritva, Kosklin, Johanna Lammintakanen, and Tuula Kivinen. "Asiakaspalautetieto ja sen hyödyntäminen sairaalan johtamisessa." Hallinnon Tutkimus 39, no. 2 (September 13, 2020): 75–89. http://dx.doi.org/10.37450/ht.98082.

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Customer feedback information and its utilization in hospital management The aim of this study is to increase our comprehension of how customer feedback information is managed in the context of hospital management. The study is qualitative and built on casestudy. Material were collected of two focus groups and it involved 13 leaders from different hospital management levels. Customer feedback information is collected simultaneously in several ways; oral feedback is not collected systematically. Customers provide feedback on service, care, friendliness and general hospital functioning. Customer feedback information is processed primarily by the unit attended by the customer. Physicians and nurses have a different role in customer feedback information processing. Hospital customer information processing is declarative and there is no uniform view on how to transfer customer feedback information between management levels. It is difficult to form a common conception of customer feedback information on the organizational level of this hospital

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Mavis Dah, Helen, and Arnold Dumenya. "Investigating Customer Feedback Channels in the Hotel Industry: the Case of Ho – Ghana." European Scientific Journal, ESJ 12, no. 26 (September 30, 2016): 353. http://dx.doi.org/10.19044/esj.2016.v12n26p353.

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Knowing what delight customers and satisfying them is highly critical for success in today’s competitive business environment. In order to satisfy customers and to meet their expectations, hotels must be able to understand customers’ needs and wants. Customer feedback provides invaluable information for organizations to re-orient their products and services. This study explores customer feedback channels that are used by hotels in Ho, Ghana and examines customers’ perceptions on the effectiveness of the feedback channels. Also, customers’ preferred channels were examined. Structured questionnaires were administered to 300 hotel guests at random. Out of the 300 questionnaires distributed, 171 were completed and used in the final analyses. Data was analyzed using SPSS version 22. The results revealed that suggestion box was mostly used by the hotels and guests perceived this channel as most effective among all other feedback channels. Also, guests preferred to provide feedback on one-on-one contact. The study concludes that developing effective customer feedback channels would motivate gueststo tell the hotel management about their satisfaction or dissatisfaction on the hotel services and products. Guest contact staff should be well trained in handling customer feedback and to possess good communication skills.

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Celuch, Kevin, Nadine M. Robinson, and Anna M. Walsh. "A framework for encouraging retail customer feedback." Journal of Services Marketing 29, no. 4 (July 13, 2015): 280–92. http://dx.doi.org/10.1108/jsm-02-2014-0062.

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Purpose – The purpose of this study is to examine antecedents of the under researched area of customer feedback in a retail context with feedback defined as positive and negative comments as well as suggestions for product/service improvements. A market-oriented firm listens to customers and puts their feedback into practice. Research on customer engagement, which includes customer feedback, has recently surged. The preponderance of feedback research to date has been focused on customer complaint behavior which is negatively valenced. Much less attention has been paid to customer feedback (including sharing positive information, thoughts and suggestions for new ideas, in addition to negative information) even though it has great value for companies. This research addresses this gap by integrating literature on customer orientation and engagement and relationship marketing antecedents (social benefits) and outcomes (commitment) to better understand what retailers can do to encourage customer feedback through relationships with frontline employees. Design/methodology/approach – This study employs a cross-sectional, single retailer approach surveying 864 customers who have varying relationships to a coffee house. Findings – Conditional process analysis was used to test the hypothesized mediating and moderating relationships. Results were consistent with predictions, showing that retail employee customer-oriented behavior is mediated by customer social benefit perceptions to influence feedback. Further, social benefit perceptions will interact with the level of customer continuance commitment to impact feedback. Specifically, the impact of social benefits will be stronger when commitment to the retailer is higher. Originality/value – This research has academic and practical implications by increasing our understanding of an underrepresented and valuable aspect of engagement – customer feedback. Specifically, it addresses a key marketing research priority set forth in a 2010 JSR special issue, calling for more work contributing to this topic. Also, this research implies managers have the ability to influence the amount of feedback that they receive by encouraging certain employee behaviors.

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Flynn, Andrea Godfrey, Linda Court Salisbury, and Kathleen Seiders. "Tell Us Again, How Satisfied Are You? The Influence of Recurring Posttransaction Surveys on Purchase Behavior." Journal of Service Research 20, no. 3 (February 2, 2017): 292–305. http://dx.doi.org/10.1177/1094670517690026.

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Service firms frequently contact customers after a transaction to solicit feedback and assess satisfaction with the service experience. Customers who have an ongoing relationship with a firm may receive satisfaction surveys after many or even most of their service encounters, yielding effects that are likely to be cumulative over time. Yet how these cumulative effects influence customer purchase behavior is not clear. Because satisfaction surveys serve a dual purpose of providing valuable customer feedback and incorporating bidirectional communication into relational marketing strategies, understanding their longer term effects is important. This study examines the influence of recurring posttransaction satisfaction surveys on purchase behavior at the individual customer transaction level using service transaction data and relational contact data spanning 3 years at a large North American automotive dealership. The findings reveal that repeatedly soliciting a customer’s feedback may have detrimental cumulative effects on purchase amount and interpurchase time, and the cumulative effects vary with customers’ cross purchasing history. Results indicate diminished impact of other individualized direct contacts when a customer also receives a posttransaction satisfaction survey. The authors discuss how companies can use satisfaction surveys as an effective tool within a firm’s portfolio of relational communications and minimize detrimental effects over time.

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Swathi, G., Sudha Rani Donepudi, and K. Ramash Kumar. "Personified Behavioural Demand Response Model for the Reduction of Peak Time Energy Consumption Coincidence of Domestic Sector with the Utility." WSEAS TRANSACTIONS ON POWER SYSTEMS 16 (December 31, 2021): 361–73. http://dx.doi.org/10.37394/232016.2021.16.36.

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Curtailment of discrete customer’s demand coincidence with utility demand during peak time ends up in good benefits to the utility at different levels as this coincidence is very expensive due to additional requirement of demand. Though few Demand Response(DR) programs are working towards this peak time energy coincidence reduction, they are not that successful due to either requirements of technological installations near customer premises or penalising the customer or lack of encouraging the customer to achieve the reduction. This work proposes a Personified Behavioural Demand Response (P-BDR) model especially for residential customers as they are good contributors of peak time demand. Rather than coaxing or compelling the customer, the proposed model relies on customer’s motivation regarding the peak time energy conservation, setting targets based on their monthly contribution to utility peak time demand and measuring their achievements through feedback models. P-BDR model comprises of Target/Goal setting model based on forecasted data and feedback model based on real time data of individual customer. This model is observed on synthetic smart meter data of 20 discrete domestic customers. For the better application of the model, customers are clustered into 4 categories using K-Means Machine learning algorithm. The model sets an individual target of 5%-15% energy consumption reduction during utility peak time based on the customer classification. The model achieves an overall consumption reduction of 14.9% during peak time with the proposed model.

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Ekawanto, Iwan, and Robert Kristaung. "PERBEDAAN EFEK TINGKAT PERLAKUAN ISTIMEWA YANG BERHUBUNGAN DENGAN PENDAPATAN: SEBUAH STUDI EMPIRIS PADA PELANGGAN TOKO SERBA ADA." Jurnal Manajemen dan Pemasaran Jasa 8, no. 2 (February 16, 2016): 165. http://dx.doi.org/10.25105/jmpj.v8i2.1598.

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<p>This study intends to empirically explore how the practices of loyalty programs conducted by the store management (department store) which benefit for customers so as to provide results that benefit both parties as a relational outcome consisting of relationship commitment, Increased purchases, share of customer, word of mouth and customer feedback, which is completed by respondents profile as control variables such as age, education and income levels. With sample 66 respondents to test the hypothesis using MANOVA. Differential test results showed that there are differences in relationship commitment, increased purchases, share of customer, word of mouth, and customer feedback with a high level of preferential treatment, medium and low on the customer department store. Similarly, the age, income and education at the department store customers there are differences there are differences in relationship commitment, Increased purchases, share of customer, word of mouth, and customer feedback. The results of testing the fifth hypothesis states that preferential treatment will give a high positive influence on relationship commitment, Increased purchases, share of customer, word of mouth, and customer feedback. The test result of five hypothesis states that high preferential treatment will give positive influence to the relationship commitment, increased purchases, and share of customer, word of mouth, and customer feedback. On relationship commitment is not significant covariates of age, but the share of customer revenue and customer feedback and education are not significant, whereas age has the effect of preferential treatment exhibited significantly coupled with the age factor share of the customer to customer. Similarly, the positive word of mouth, only the opinion of significant covariates as control variables of preferential treatment. These three covariates age, income and education only significant simultaneously at Increased purchase only.</p>

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Dissertations / Theses on the topic "Customer feedback"

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Way, Paula, and Madeleine Celander. "Online Customer Feedback." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-156205.

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Begun, Syeda Sayeedunissa. "Techniques for analyzing customer feedback." Thesis, Wichita State University, 2011. http://hdl.handle.net/10057/3980.

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Surveys are an effective way of collecting customer feedback. Open-ended survey questions capture important dimensions of the respondent’s experience. The purpose of this study was to compare the critical incident technique (CIT) and the concept mapping approach (CMA) with respect to their ability to identify major customer requirements and the time required to complete each analysis. A case study was performed to identify students’ requirements of in class presentation. Answers to the open ended questions were analyzed using the two techniques. Results of this case study indicated that the CIT appears to be more appropriate for scenarios where continual participation from members of the survey population is not feasible. Otherwise, the CMA would be chosen for analyzing written comments.
Thesis (M.S.)--Wichita State University, College of Engineering, Dept. of Industrial and Manufacturing Engineering.

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Dinh, Kevin Hoang. "Chatbot : The future of customer feedback." Thesis, Högskolan i Halmstad, Akademin för informationsteknologi, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-42990.

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This is a study about how to convert a survey to a chatbot and distribute it to various communication channels to collect feedback to improve themselves. What would be the most convenient way to gather feedback? Our daily lives are becoming more and more dependent on digital devices every day. The rise in digital devices leads to a wider range of communication channels. Is it not a good opportunity to use these channels for several purposes. This study focuses on chatbots, survey systems, communication channels, and their ability to gather feedback from respondents and use it to increase the quality of goods, services, and perhaps life. By using chatbot language knowledge, people can engage with the bot in a conversation and answer survey questions in a different way. By using Restful API, the chatbot can extract quantitative information to be analyzed for development. Although the chatbot is not well-made and still requires a lot of adjustments, the work has proven to have many opportunities in surveys, gathering feedback, and analyzing it. This could be an improvement for research regarding chatbots in the future or a new way to make surveys better.
Detta är en studie om hur man konvertera en undersökning till en chattbot och sprida den till olika kommunikationskanaler för att samla återkoppling for att förbättra sig själv. Vad skulle vara det bekvämaste sättet att samla återkoppling? Våra dagliga liv blir mer och mer beroende av digitala enheter var dag. Ökningen av digitala enheter leder till ett större utbud av kommunikationskanaler. Är det inte då en bra möjlighet att utnyttja dessa kanaler för flera ändamål. Det här arbetet focuserar på chattbotar, undersökningssystem och deras förmåga att samla återkoppling från respondenter och använda den för att öka kvaliteten av varor, tjänster och kanske livet. Genom att använda chattbottens språkkunskap kan människor engagera sig med botten i en konversation och svara på undersökningsfrågor på ett annorlunda sätt. Genom att använda sig av något kallat Restful API kan man ta ut kvantitativ information för att analysera den för förbättringssyfte gällande produkter och tjänster. Trots att chattbotten inte är välgjord och fortfarande kräver mycket justeringar så har arbetet visat sig ha många möjligheter inom undersökningar, samla återkoppling och att analysera det. Detta kan vara en förbättring för forskning om chattbottar i framtiden eller ett nytt sätt att förbättra undersökningar.

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Hensens, Wouter. "Hotel rating through guest feedback." Thesis, Nelson Mandela Metropolitan University, 2010. http://hdl.handle.net/10948/1631.

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Hotel rating refers to the process where the comfort and services of a hotel are assessed and classified, usually in five categories, using stars as symbols. Conventional hotel rating systems are generally operated by governments or independent parties. However, with the growth of social media and customer-review sites, guest review platforms became an important source of information. The main aim of this study is to establish whether guest feedback can determine hotel ratings more accurately than conventional methods and whether a social media platform such as TripAdvisor can provide the necessary data to do so. The customer-review website, TripAdvisor, has grown rapidly and made a strong impact on the tourism and hotel industry. This study identifies the nature of TripAdvisor, its reliability, how its ratings compare with conventional ratings, and what criteria are used in guest reviews on TripAdvisor when assessing the quality of a hotel. These findings were triangulated with findings from the conventional rating systems of the 11 destinations that were sampled for this study to identify the value of TripAdvisor. Two samples were taken from TripAdvisor of 110 and 33 hotels, respectively. From the latter, ten guest reviews were gathered and analysed per hotel, resulting in a total of 330 reviews that were analysed. The study’s findings indicate that TripAdvisor is the largest guest feedback platform for hotels and its data can be considered to be reliable. The TripAdvisor ratings were not connected to the conventional ratings of the sampled hotels. The criteria used in TripAdvisor reviews focused more on service delivery than on the objective tangible elements used in most hotel rating systems. The rich context found in most guest reviews makes the information presented on TripAdvisor valuable. There is no evidence that conventionalrating system controls are linked to the comments found in TripAdvisor reviews. The results facilitated the identification of the delight and frustration factors in services marketing for the hotel industry. A new theory to include guest feedback in hotel ratings is developed and proposed. The study further presents two future scenarios, the most likely one of which predicts the demise of conventional rating systems as a result of the success of guest feedback platforms such as TripAdvisor.

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Oja, P. (Paula). "Significance of customer feedback:an analysis of customer feedback data in a university hospital laboratory." Doctoral thesis, University of Oulu, 2010. http://urn.fi/urn:isbn:9789514262739.

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Abstract The aim of the study was to evaluate the usefulness of customer satisfaction surveys and spontaneous customer feedback procedure in a university hospital laboratory. Questionnaires containing closed-ended statements and an open-ended question were used in the customer satisfaction surveys targeted at the clinical units of the university hospital and regional health centres. Customer feedback documents including the subject matters of the reports, the investigations carried out and the actions taken were analysed using qualitative content analysis. The highest dissatisfaction rates in the clinical units were recorded for computerised test requesting and reporting, turnaround times of tests, missing test results and the schedule of phlebotomy rounds. In addition, additional instructions were needed. The most common causes of dissatisfaction among regional health centres were related to electronic data transfer of laboratory test requests and reports between health centres and the university hospital laboratory, need of additional instructions for handling of samples and preparation patients for laboratory tests, problems with decentralised phlebotomy services to hospital outpatients, and unawareness of the schedule of some less common laboratory tests. Further clarifications with selected customers were needed to specify the causes of dissatisfaction. Erroneous, delayed and lacking test results were the most common errors or defects revealed in the investigations of the spontaneous customer feedback reports from both the clinical units and the external customers. The most common underlying causes of errors were unintended errors and non-compliance with operating instructions. Systematic errors were found in one-sixth of the cases. Corrective actions were carried out in three-fourths of the cases. Satisfaction survey can be used as a screening tool to identify topics of dissatisfaction. However, further clarifications are often needed to find out the customer-specific causes of dissatisfaction and to undertake targeted corrective actions. Every reported case of customer feedback should be investigated to find out possible errors and their underlying causes so that appropriate corrective actions can be taken.

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McArdle, Meghan P. (Meghan Patricia) 1972. "Internet-based rapid customer feedback for design feature tradeoff analysis." Thesis, Massachusetts Institute of Technology, 2000. http://hdl.handle.net/1721.1/8990.

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Thesis (S.M.)--Massachusetts Institute of Technology, Sloan School of Management; and, (S.M.)--Massachusetts Institute of Technology, Dept. of Mechanical Engineering, 2000.
Includes bibliographical references (p. 86-88).
In an increasingly competitive consumer products market, companies are striving to create organizations, processes, and tools to reduce the product development cycle time. As product development teams strive to develop products faster and more effectively, incorporating quantitative market research or customer feedback into the design process in a time and cost effective manner becomes increasingly important. Over the last decade, the Internet has emerged as a new and exciting market research medium, which can provide product development teams with an opportunity to obtain rapid quantitative feedback from their customers before making key design decisions. This paper outlines a new methodology to incorporate customer feedback into the feature selection process of product development. This methodology was successfully employed in a new product development effort at Polaroid, and aided in the selection of 2 key product features. The research employed web-based conjoint analysis techniques and an innovative drag and drop technique, which allows customers to create their ideal product by selecting their optimal set of features at a given price. Leveraging the capabilities of the Internet to incorporate styled web design, animation, interactive activities and usability considerations into the development of an Internet-based, market research effort can reduce respondent fatigue and provide the respondent with a more enjoyable experience while collecting meaningful quantitative data on customer feature preferences.
by Meghan P. McArdle.
S.M.

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Lin, Cynthia M. B. A. Sloan School of Management. "Methods for analyzing and incorporating customer feedback in automotive design and manufacturing." Thesis, Massachusetts Institute of Technology, 2015. http://hdl.handle.net/1721.1/99024.

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Thesis: M.B.A., Massachusetts Institute of Technology, Sloan School of Management, 2015. In conjunction with the Leaders for Global Operations Program at MIT.
Thesis: S.M., Massachusetts Institute of Technology, Department of Mechanical Engineering, 2015. In conjunction with the Leaders for Global Operations Program at MIT.
Cataloged from PDF version of thesis.
Includes bibliographical references (pages 85-88).
One of the key focus areas of the General Motors (GM) Company's leadership is to collect, quickly analyze, and respond to customer feedback pertaining to product quality issues in newly built vehicles. This project is intended to complement the Quality team's initiative to develop a tool to combine data sources on product quality. Currently, the tool prioritizes issues based on the frequency of reported incidents, and does not integrate responses to open-ended survey questions. The objective of this project is to recommend methods in which customer satisfaction input can be used to improve product quality. We leveraged customer data and analytical tools to do three things. First, we identified sources of customer feedback across the organization to strengthen collaboration on listening to the customer. We then created a survey to assess the gap between customers and GM employees' definitions of terms such as quality, dependability, and advanced technology. Lastly, we used text analytics to provide structure to open-ended survey responses, which enabled us to identify concerns expressed by customers that were not otherwise captured using the current tool. The cross-functional approach enabled us to gather quantitative results to support observations and anecdotes of misalignments between consumers and GM employees define terms. Analysis shows that Dependability definitions are similar between employees and consumers, but that there is a significant gap for High Quality. Text analytics uncovered that customers were highly dissatisfied to discover that their vehicles did not have features they expected to be basic attributes.
by Cynthia Lin.
M.B.A.
S.M.

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Winkler, Sven. "After-sales-Feedback mit Kundenkonferenzen : methodische Grundlagen und praktische Anwendung /." Wiesbaden : Dt. Univ.-Verl. [u.a.], 2001. http://www.gbv.de/du/services/toc/bs/32956353x.

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Tsai, I. Hsuan. "Employees’ Responses to Positive Feedback from Customers and Managers." FIU Digital Commons, 2018. https://digitalcommons.fiu.edu/etd/3794.

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The purpose of this research is to understand the impacts of positive feedback from customers and managers and the extrinsic rewards and intrinsic rewards on job satisfaction. Furthermore, this research will examine how employees in the hospitality industry react to positive feedback and to explore whether this positive feedback has practical applications to help increase employee satisfaction. A total of 500 questionnaires were distributed, 339 valid surveys from respondents with experience working in the hospitality industry were returned. The results indicated that positive feedback from customers as well as summarized positive customer feedback delivered by managers have positive relationships with intrinsic reward, extrinsic reward, and job satisfaction. The findings suggested that positive feedback does influence employees’ Job satisfaction. And this study will provide suggestions on improving employees’ positive perception by applying positive feedback to increasing employees’ satisfaction and further development.

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Skogsberg, Alexander, and Marja Wedberg. "Moving from customer feedback to organizational learning : A case study of a Swedish DSO." Thesis, KTH, Skolan för industriell teknik och management (ITM), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-264101.

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Customer-orientation is a strategy that has been adopted by many organizations. This strategy refers to the ability to assess the customer's perception of the service quality, for instance through customer feedback. Customer feedback can be acquired through surveys or given to the frontline employees. The processes for acquiring customer feedback for customer-oriented firms are generally well-developed. However, research shows that utilizing this valuable information is not conducted in a systematic matter. In this thesis, we investigate how a Swedish DSO can transfer knowledge from customer feedback internally to facilitate organizational learning. The primary empirical data in this qualitative research is gathered through interviews from the empirical context as well as with management consultants with organizational learning as their expertise. Findings from this thesis show that there is no panacea regarding how customer feedback should be presented and communicated in order to enable the organization to act on it. However, the findings indicate that an unsupportive organizational culture inhibits customer feedback to be shared effectively. Knowledge from customers must be equally valued as technical knowledge. Furthermore, it became evident that the organization endeavor a codification strategy. While this strategy is suitable for solicited feedback, this thesis argues that a personalization strategy might be more adequate for unsolicited feedback since it is difficult to express in a codified form. Our thesis is a small contribution to the limited research done on how to act on customer feedback and bring knowledge from customersto organizational learning. In addition, this thesis also contributes to existing research by investigating barriers that a regulated monopoly encounters when trying to become customer-oriented.
Kund-orientering är en strategi som många organisationer använder sig av. Denna strategi refererar till organisationens förmåga att förstå kundernas upplevelse av den service som organisationen erbjuder. Detta kan ske genom att t.ex. samla in kundfeedback. Kundfeedback kan samlas in genom enkäter eller ges direkt till de anställda som möter kunderna. Processer för att samla in kundfeedback för kund-orienterade företag är generellt sätt välutvecklade. Tidigare forskning visar dock att processer för att användandet av denna värdefulla information inte sker på ett systematiskt sätt. I den här uppsatsen, undersöker vi hur ett svenskt elnätsbolag kan överföra kundfeedback internt för att möjliggöra organisationsinlärning. Den primära datainsamlingen i den här kvalitativa undersökningen erhålls i form av intervjuer från den empiriska kontexten samt från managementkonsulter med organisationsinlärning som deras expertområde. Resultaten från denna studie visar att det inte finns något universalmedel för hur kundfeedback ska presenteras och kommuniceras för att organisationen ska agera på det. Resultaten visar dock att en organisationskultur som inte stöttar de anställda till att dela sin kunskap hindrar kundfeedback från att effektivt spridas i organisationen. Kunskap från kunder måste värderas lika mycket som teknisk kunskap. Vidare visar undersökningen tydligt att en “codification-strategy” föredras. Denna strategi är passande för kundfeedback som erhålls direkt via enkäter, dock argumenterar vi i denna uppsats att en “personalization strategy” är mer adekvat för att kommunicerar indirekt feedback eftersom att denna feedback är svår att uttrycka i en kodad form. Denna uppsats är ett litet bidrag till den begränsade forskning som gjorts gällande hur en organisation ska agera på kundfeedback och överföra kunskap till den resterande organisationen för att gynna utveckling. Utöver detta bidrar denna uppsats till förståelse gällande utmaningar som ett reglerat monopol möter då de går mot en kundorienterad strategi.

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Books on the topic "Customer feedback"

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United States. Environmental Protection Agency. Hearing the voice of the customer: Customer feedback and customer satisfaction measurement guidelines. Washington, DC: U.S. Environmental Protection Agency, Office of Policy, 1999.

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Jill, Applegate, ed. Pay attention!: How to listen, respond, and profit from customer feedback. Hoboken, N.J: Wiley, 2010.

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Barlow, Janelle. A complaint is a gift: Using customer feedback as a strategic tool. San Francisco: Berrett-Koehler Publishers, 1996.

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Barlow, Janelle. A complaint is a gift: Using customer feedback as a strategic tool. San Francisco: Berrett-Koehler Publishers, 1996.

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1942-, Møller Claus, ed. A complaint is a gift: Using customer feedback as a strategic tool. San Francisco: Berrett-Koehler Publishers, 1996.

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Barlow, Janelle. A complaint is a gift: Using customer feedback as a strategic tool. San Francisco: Berrett-Koehler Publishers, 1996.

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Fox, G. T. Customer Reviews/Feedback Investigation of the consumer reaction to the Adidas "Feet you wear" product range. Oxford: Oxford Brookes University, 1998.

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Water, Yorkshire. Clear: Feedback for Yorkshire Water customers. Bradford: Yorkshire Water, 2001.

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Geary, John. Improving the quality of customer service with a relational database: The theoretical and practical issues involved in the design and implementation of a relational database in a manufacturing company : the database is to be used to record customer feedback and to assist the promotion of quality awareness among employees. [s.l: The Author], 1998.

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El dedo en la llaga: O las idas y venidas de pálpito. República de Chile: Editora Nueva Generación, 2000.

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Book chapters on the topic "Customer feedback"

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Moreira, Mario E. "Incorporating Customer Feedback." In The Agile Enterprise, 161–73. Berkeley, CA: Apress, 2017. http://dx.doi.org/10.1007/978-1-4842-2391-8_14.

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Eusterbrock, Claudia. "Customer Feedback-System." In Steigerung der Dienstleistungsqualität mit Electronic-Banking, 193–225. Wiesbaden: Deutscher Universitätsverlag, 1999. http://dx.doi.org/10.1007/978-3-322-90478-2_5.

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Gibson, Philip, and Francesca Di Dino. "Customer Feedback Systems Onboard Cruise Ships." In Cruise Tourism and Society, 101–14. Berlin, Heidelberg: Springer Berlin Heidelberg, 2012. http://dx.doi.org/10.1007/978-3-642-32992-0_8.

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Ryynänen, Tapani, Iris Karvonen, Heidi Korhonen, and Kim Jansson. "Supporting Product-Service Development Through Customer Feedback." In Collaboration in a Data-Rich World, 138–45. Cham: Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-65151-4_13.

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Olsson, Helena Holmström, and Jan Bosch. "Towards Continuous Customer Validation: A Conceptual Model for Combining Qualitative Customer Feedback with Quantitative Customer Observation." In Lecture Notes in Business Information Processing, 154–66. Cham: Springer International Publishing, 2015. http://dx.doi.org/10.1007/978-3-319-19593-3_13.

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Mustansir, Amina, Khurram Shahzad, Syed Irtaza Muzaffar, and Kamran Malik. "Utilizing Customer Feedback for Business Process Performance Analysis." In Lecture Notes in Business Information Processing, 235–49. Cham: Springer International Publishing, 2018. http://dx.doi.org/10.1007/978-3-319-99951-7_16.

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Gangothri, V., S. Saranya, and D. Venkataraman. "Engender Product Ranking and Recommendation Using Customer Feedback." In Proceedings of the International Conference on Soft Computing Systems, 851–59. New Delhi: Springer India, 2015. http://dx.doi.org/10.1007/978-81-322-2671-0_80.

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Joseph, George, and Vinu Varghese. "Analyzing Airbnb Customer Experience Feedback Using Text Mining." In Big Data and Innovation in Tourism, Travel, and Hospitality, 147–62. Singapore: Springer Singapore, 2019. http://dx.doi.org/10.1007/978-981-13-6339-9_10.

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Fugate, Brian S., and Beth R. Davis. "Feedback System Effectiveness on the MO-Performance Link." In Marketing, Technology and Customer Commitment in the New Economy, 283–88. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-11779-9_103.

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Moghaddam, Samaneh. "Beyond Sentiment Analysis: Mining Defects and Improvements from Customer Feedback." In Lecture Notes in Computer Science, 400–410. Cham: Springer International Publishing, 2015. http://dx.doi.org/10.1007/978-3-319-16354-3_44.

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Conference papers on the topic "Customer feedback"

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Gamon, Michael. "Sentiment classification on customer feedback data." In the 20th international conference. Morristown, NJ, USA: Association for Computational Linguistics, 2004. http://dx.doi.org/10.3115/1220355.1220476.

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Culnan, M. J. "Designing information systems to support customer feedback." In the tenth international conference. New York, New York, USA: ACM Press, 1989. http://dx.doi.org/10.1145/75034.75060.

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Oelke, Daniela, Ming Hao, Christian Rohrdantz, Daniel A. Keim, Umeshwar Dayal, Lars-Erik Haug, and Halldor Janetzko. "Visual opinion analysis of customer feedback data." In 2009 IEEE Symposium on Visual Analytics Science and Technology. IEEE, 2009. http://dx.doi.org/10.1109/vast.2009.5333919.

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Stelzer, Anselmo, Frank Englert, Stephan Horold, and Cindy Mayas. "Using customer feedback in public transportation systems." In 2014 International Conference on Advanced Logistics and Transport (ICALT). IEEE, 2014. http://dx.doi.org/10.1109/icadlt.2014.6864077.

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Deng, Xin. "Big data technology and ethics considerations in customer behavior and customer feedback mining." In 2017 IEEE International Conference on Big Data (Big Data). IEEE, 2017. http://dx.doi.org/10.1109/bigdata.2017.8258399.

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Smith, Ross. "Towards an ethical application of customer feedback data." In 2017 IEEE International Conference on Big Data (Big Data). IEEE, 2017. http://dx.doi.org/10.1109/bigdata.2017.8258404.

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Khriyenko, Oleksiy. "Customer Feedback System - Evolution towards Semantically-enhanced Systems." In 11th International Conference on Web Information Systems and Technologies. SCITEPRESS - Science and and Technology Publications, 2015. http://dx.doi.org/10.5220/0005480505180525.

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Jain, Praphula Kumar, Rajendra Pamula, Sarfraj Ansari, Dilip Sharma, and Lakshmibai Maddala. "Airline recommendation prediction using customer generated feedback data." In 2019 4th International Conference on Information Systems and Computer Networks (ISCON). IEEE, 2019. http://dx.doi.org/10.1109/iscon47742.2019.9036251.

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Luo, Zhiyi, Shanshan Huang, Frank F. Xu, Bill Yuchen Lin, Hanyuan Shi, and Kenny Zhu. "ExtRA: Extracting Prominent Review Aspects from Customer Feedback." In Proceedings of the 2018 Conference on Empirical Methods in Natural Language Processing. Stroudsburg, PA, USA: Association for Computational Linguistics, 2018. http://dx.doi.org/10.18653/v1/d18-1384.

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Xia, Xin, David Lo, Jingfan Tang, and Shanping Li. "Customer satisfaction feedback in an IT outsourcing company." In EASE '15: 19th International Conference on Evaluation and Assessment in Software Engineering. New York, NY, USA: ACM, 2015. http://dx.doi.org/10.1145/2745802.2745834.

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Reports on the topic "Customer feedback"

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Aldrich, Susan. Netreflector InstantSurvey for Customer Feedback. Boston, MA: Patricia Seybold Group, March 2002. http://dx.doi.org/10.1571/pr3-28-02cc.

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Megas, Katerina N., Michael Fagan, and David Lemire. Workshop Summary Report for “Building the Federal Profile for IoT Device Cybersecurity” Virtual Workshop. National Institute of Standards and Technology, January 2021. http://dx.doi.org/10.6028/nist.ir.8322.

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Abstract:

This report summarizes the feedback received on the work of the NIST Cybersecurity for IoT program on device cybersecurity at a virtual workshop in July 2020. NISTIR 8259, Foundational Cybersecurity Activities for IoT Device Manufacturers and NISTIR 8259A, IoT Device Cybersecurity Capability Core Baseline provide general guidance on how manufacturers can understand and approach their role in supporting customers’ cybersecurity needs and goals. As discussed in those documents, specific sectors and use cases may require more specific guidance than what is included in NISTIR 8259A’s core baseline for IoT devices. NIST conducted the virtual workshop “Building the Federal Profile for IoT Device Cybersecurity” to discuss and gather community input on the creation of a federal profile of the core baseline for use by federal agencies. This publication provides a summary of the workshop. The baseline will be published in NISTIR 8259D, Profile of the IoT Core Baseline for the Federal Government.

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