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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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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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Onisimchuk, Mariya, Марія Василівна Онісімчук, Oleksandra Kabluchko, and Олександра Максимівна Каблучко. "Logistics approach to forming customer loyalty." Thesis, National Aviation University, 2021. https://er.nau.edu.ua/handle/NAU/50552.
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1. Loialnost klyentov. Kak vystroyt systemu loialnosty k kompanyy. Available at https://livetex.ru/blog/2019/03/loyalnost-klientov/ (last accessed 21.03.2019)
2. What is Customer Loyalty: Definition and Guide. Available at https://sendpulse.com/support/glossary/customer-loyalty (last accessed 19.03.2019)
3. What is customer loyalty? Available at https://www.qualtrics.com/experience-management/customer/customer-loyalty/In the modern world the problem of customer loyalty become more popular. In order to achieve the desired results, different companies resort to wrong actions, which only worsens the relationship with the client. A loyal customer is a satisfied customer who remains loyal to the company.
У сучасному світі проблема лояльності споживачів стає більш популярною. Для досягнення бажаних результатів різні компанії вдаються до неправильних дій, що лише погіршує відносини з клієнтом. Постійний клієнт - це задоволений клієнт, який залишається відданим компанії.
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Caemmerer, Barbara. "The management of customer feedback in the development of service orientation in the public sector." Thesis, University of Strathclyde, 2006. http://oleg.lib.strath.ac.uk:80/R/?func=dbin-jump-full&object_id=23784.
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This thesis explores how service orientation can be developed in public sector settings, particularly through the management of customer feedback, in order to enhance service performance. This was seen as critical as public sector organisations have been experiencing increasing pressure to ameliorate services. However, little research has been conducted to understand how public management can achieve this objective. The research involved a literature review on service orientation, customer feedback in services and public sector management. The fieldwork which was undertaken at Scottish Enterprise included interviews with 18 members of senior management across the organisation's network, as well as an online survey of all business customer facing employees (322). The responses from 203 employees (63% response rate) were analysed in SPSS and AMOS. The findings suggest that there is a strong service orientation discrepancy in public sector organisations: while employees have a genui ne desire to deliver effective services to the public, management practices introduced to address the Modernising Government agenda may act as counterproductive in the development of organisational service orientation as they mainly focus on efficiency savings. However, organisational service orientation is critical as it seems to mediate the link between service performance and job satisfaction. One of the management practices impacting positively on organisational service orientation is the management of customer feedback. Directly gathered customer feedback at a business unit level is perceived as being more meaningful than customer feedback collected through national survey initiatives, as it helps to improve services and to motivate employees. Moreover, particularly interactive channels to communicate customer feedback are effective as they allow for the simultaneous analysis of the data and employee involvement in action planning. More research is necessary to understand how business unit management can be supported in the development of organisational service orientation within complex public sector settings.
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Clark, Elijah G. "Integrating Consumer Feedback Into Business Marketing Strategies." ScholarWorks, 2017. https://scholarworks.waldenu.edu/dissertations/3286.
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Consumer feedback and reviews are critical to the success of businesses because 49% of consumers trust online reviews more than other sources. The purpose of this multicase study was to explore marketing managers' strategies for using consumer reviews to improve marketing success, brand awareness, and their clients' profitability. The conceptual framework for this study was built upon organizational theory and disruptive innovation theory. The participants were recruited through local events, social media, and e-mail. Data were collected from public online records and semistructured telephone interviews using 1 marketing manager from each of 5 marketing agencies in North Texas. Thematic analysis and methodological triangulation of the data revealed themes of marketing objective, response, and reputation management. Based on the findings, the successful businesses focused on building relationships with consumers, and the business leaders prepared responses to reviews to ensure appropriateness. Other marketing managers can review the findings' relevance to create or enhance successful marketing strategies, which could help to increase profitability. The implication for social change is that jobs would be created for enhancing the local economy and residents' standards of living.
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Envall, Nicklas. "Is Gamification Useful for Increasing Customer Feedback? : A case study based on people’s perception of gamified elements." Thesis, Blekinge Tekniska Högskola, Institutionen för programvaruteknik, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-16209.
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Otaigbe, Edmund Ehichioya. "Exploring Satisfaction and Retention Strategies for Generation Y Customers." ScholarWorks, 2018. https://scholarworks.waldenu.edu/dissertations/5242.
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Firms in the service industry have experienced a 15-30% drop in customer satisfaction ratings and an estimated $10 billion annually due to the unpredictable tendencies of one of the most significant and fastest growing consumer segments in the marketplace, Generation Y customers. The distinctive behavior of this sizeable generational cohort may be reshaping the business landscape of the 21st century regarding how consumers will relate to service providers in the future. Using the theory of customer satisfaction management system, the purpose of this multiple case study was to explore the customer satisfaction strategies that business leaders in southern Nigeria use to retain Generation Y customers. The participants included business leaders who have successfully retained Generation Y customers by applying customer satisfaction business strategies in Akwa Ibom state, Nigeria. The data were collected through semistructured one-on-one interviews with 3 business leaders from different sectors of the service industry. To enhance the credibility and trustworthiness of the interpretations, methodological triangulation of the data sources and member checking were used. The process of data analysis included word frequency analysis, coding of related phrases, identification of patterns, and generation of themes around the codes. The themes that emerged from the study were (a) positive brand image creation, (b) social media as an enabler, and (c) quality service and timely delivery. This study may create awareness for business leaders on how to satisfy and retain Generation Y customers. This awareness has the potential of promoting positive social change among business leaders because of the significant contribution profitable businesses bring to the societies and communities.
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Matschke, Jacqueline, and Heidi Pedersen. "The Value of Feedback : Improvements based on the Voices of Customers & Dealers." Thesis, University of Kalmar, Baltic Business School, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:hik:diva-1823.
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This thesis investigates the utilization of customer and dealer feedback within organizations. Only few companies seem to fully exploit the valuable information they receive on customer and dealer opinions and preferences. The purpose of this study is to examine how firms can ensure that feedback contributes to the development of improvements in the organization in order to become more customer-centric. Theoretical approaches to a company’s relationships with customers and dealers, the importance of internal and external customer satisfaction, the creation of knowledge and the role of the organization have been considered. Thereafter, the current processes of feedback utilization in the case company Volvo Construction Equipment Region International have been analyzed, the organization’s internal environment studied and the perspective of its dealers included. These steps have been taken in order to answer the main research question of this thesis, namely ‘How can the administrative functions of an MNC become more customer-centric by improving an existing customer and dealer feedback process?’ Several conditions have been identified in this study, which need to be in place in order for companies to benefit from customer and dealer feedback. Especially the development of adequate processes for feedback analysis, knowledge creation and action-taking, as well as an appropriate organizational culture, appear to be central in this context. The provided recommendations of this thesis regarding the involvement of employees, procedures in the process of feedback utilization, a framework for company-wide learning, and the role of the dealers shall help to understand how to make better use of feedback in future.
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Sandström, Anna, and Elisabeth Kindmark. "Facilitating Value in Higher Education : A study of interaction as a tool for value creation." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-275356.
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In Sweden two reforms were implemented in 2011 in order to delegate control to universities and improve the quality of tertiary education. Despite the efforts, Swedish universities are experiencing a quality crisis and the majority of students are receiving less than the recommended nine hours per week of tutor led education. The quality crisis, the low levels of student-teacher interaction and the reluctance towards marketization and customer focus within higher education, all provides cause for concern on how universities create value for their students. This study aims to examine the interaction students have with teachers, and how the interaction creates value for students. Interviews were conducted with students studying their third year of the business programme at Uppsala University. The result showed that the students thought interaction was important for their learning. Uppsala University was considered to offer sufficient amount of lectures and seminars, although with fluctuations in quality. Most notable in the study was the lack of feedback from teachers. The students showed strong discontent, as feedback would help them improve and learn, fulfilling their value creation.
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Fabijan, Aleksander. "Developing the right features : the role and impact of customer and product data in software product development." Licentiate thesis, Malmö högskola, Fakulteten för teknik och samhälle (TS), 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:mau:diva-7794.
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Software product development companies are increasingly striving to become data-driven. The access to customer feedback and product data has been, with products increasingly becoming connected to the Internet, demonetized. Systematically collecting the feedback and efficiently using it in product development, however, are challenges that large-scale software development companies face today when being faced by large amounts of available data. In this thesis, we explore the collection, use and impact of customer feedback on software product development. We base our work on a 2-year longitudinal multiple-case study research with case companies in the software-intensive domain, and complement it with a systematic review of the literature. In our work, we identify and confirm that large-software companies today collect vast amounts of feedback data, however, struggle to effectively use it. And due to this situation, there is a risk of prioritizing the development of features that may not deliver value to customers. Our contribution to this problem is threefold. First, we present a comprehensive and systematic review of activities and techniques used to collect customer feedback and product data in software product development. Next, we show that the impact of customer feedback evolves over time, but due to the lack of sharing of the collected data, companies do not fully benefit from this feedback. Finally, we provide an improvement framework for practitioners and researchers to use the collected feedback data in order to differentiate between different feature types and to model feature value during the lifecycle. With our contributions, we aim to bring software companies one step closer to data-driven decision making in software product development.
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Hauch, Manuel David, and Nojan Nourbakhsh. "The Influence of Customer Feedback on Software Startups : The Identification of crucial Pivot Triggering Factors through the Application of the ESSSDM Funnel." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Informatik, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-41194.
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Most Software Startups fail to establish a working business model. One of the main reasons is that they fail to validate their hypothesis and neglect to learn from their customers. Therefore, Software Startups are supposed to continuously adjust their direction to achieve product-market fit. The purpose of this study is to explore the role of customer feedback in the context of Software Startups during the decision to pivot. Thus, the central research question of this thesis is: What role does customer feedback play when a Software Startup decides to pivot? By living up to the values of a pragmatic research philosophy this qualitative study used nine semi-structured interviews with experts from the relevant field. Afterwards, these insights have been placed into the four stages of the Early Stage Software Startup Development Model (ESSSDM) funnel. This study showed that customer feedback plays a crucial role when a Software Startup decides to pivot. However, the interviewees revealed that it is essential how customer feedback is perceived and used for the product development. Furthermore, customer feedback was not perceived as the only crucial triggering factor, but an element of a broader set.
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Jäderlund, Maria. "Wed 2.0: improving customer experience with wedding service providers through investigation of the ranking mechanism and sentiment analysis of user feedback on Instagram." Thesis, Linnéuniversitetet, Institutionen för datavetenskap och medieteknik (DM), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-85220.
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Instagram is one of the main social platforms for business promotion. Millions of potential customers and endless visual marketing opportunities makes Instagram a perfect place to increase online sales. There are many tools and mechanisms to promote brands on Instagram such as paid advertising or using a pre-generated set of popular hashtags. In this regard, the presence and content of users’ comments becomes an important socio-psychological factor in the motivation to buy or use a product or service. The goal of this degree project is to investigate natural language processing techniques applied to users’ comments on Instagram in order to determine a new algorithm that will include content analysis to the list of feed ranking factors. As it is now, the user has to read through posts on Instagram to get an idea of the quality of a product or service. Therefore, a way to classify and rank products and services is needed. We propose a new algorithm called "Wed 2.0" that can assist consumers in their search of wedding services and products on Instagram. Data mining techniques and sentiment analysis are used to define the mood of the comments and structure user opinions as well as to rank accounts based on this knowledge.
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Cronemyr, Peter. "Six Sigma management. Action research with some contributions to theories and methods." Doctoral thesis, Department of Technology Management and Economics, Chalmers University of Technology, Gothenburg, Swedeb, 2007. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-100856.
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Many companies around the world have implemented Six Sigma as a problem solving methodology especially useful for dealing with recurring problems in business processes. Since the 1980s when it was developed at Motorola, many companies have tried to implement Six Sigma to fit their own company’s culture and goals. This thesis presents a longitudinal case study describing the evolution of ‘Six Sigma Management’ at Siemens in Sweden. The success of the programme was to a large degree built on previous failures, confirming Juran’s old saying ‘Failure is a gold mine’. From the case study, success factors for implementing Six Sigma at Siemens are identified and compared to those given in the literature. Some of the most critical success factors identified at Siemens had not been mentioned as such in the literature before. The main conclusion of the study is that, in order to succeed and get sustainable results from a Six Sigma programme, Six Sigma should be integrated with Process Management, instead of just running Six Sigma as a separate initiative in an organisation. Furthermore, the thesis includes papers presenting methods and tools to be used in a Six Sigma programme or in Six Sigma projects. They deal with: how to identify suitable Six Sigma projects, how to select which Six Sigma methodology to use, how to find hidden misunderstandings between people from different knowledge domains, and how to simulate the impact of improvements to iterative processes. All these methods and tools have been developed and tested at Siemens. This has been an action research project, where the author has been employed by the company under investigation for eleven years and has actively influenced the changes in the company based on knowledge gained at the company as well as on research studies conducted at universities. In action research the change initiative under investigation is conducted and analysed in a single context. The readers are invited to draw their own conclusions on the applicability of the results to their own specific cases. In addition to this, some conclusions derived using analytical generalisation, applicable to a more general case, are presented in the thesis.Defended att Chalmers University of Technolgy in 2007.
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Burešová, Michaela. "Zefektivnění kvality zpětné vazby v České spořitelně, a. s." Master's thesis, Vysoká škola ekonomická v Praze, 2009. http://www.nusl.cz/ntk/nusl-16860.
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The purpose of this diploma thesis is the fact that Ceska sporitelna a.s. doesn't succeed in fulfilling of the standard to solve 80 % of client feedback by 24 hours. The goal of this diploma thesis named "Quality improvement in client feedback process in Ceska sporitelna, a.s." is to define problem spaces of the client feedback process which are necessary to improve. At the beginning there is an explanation of some terms which are connected with a quality. Consequently there are mentioned certain methods of continuous improvement such as PDCA, Six sigma and so on. In practical part there is described contemporary client feedback process, they are introduced results of my own research and suggested ideas for improvement.
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Fredrikson, Karin, and Elin Sweijer. "Please leave a comment : A case study of value co-creation in the Swedish telecom industry." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-202322.
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The customer’s role as a co-creator of value is an essential element in the service-dominant (S-D) logic, highlighting the importance for firms to develop relationships with customers through dialogue. By providing feedback customers become co-developers, and help create a competitive advantage. Moreover, the Internet offers an abundance of digital channels for dialogue. Payne et al (2008) have developed a framework for value co-creation, which in this paper is adapted to communication in digital channels, focusing on a company perspective. The purpose of this study is to investigate how companies in the Swedish telecommunication industry use digital channels, including social media, for value co-creation with customers. To enable this a case study is conducted with three network operators. The data collection consists of several interviews. Findings indicate that the companies are indeed customer-centric in their offerings, and that communication and feedback in digital channels are of strategic importance. Furthermore, changes in technology, industry logics and customer preferences offer opportunities as well as challenges. Another challenge lies in finding suitable metrics and in knowledge management. The concept of lead users is presented as a potential resource. It is concluded that communication in digital channels enhances the features of the S-D logic.
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Bergstrand, Fredrik, and Emily Finlaw. "Enhancing Current Feedback Processes through Social Media Monitoring : An exploratory study of Social Media and Social Media monitoring practices within an MNC looking to combine new practices with traditional customer-centric processes." Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-12119.
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This thesis provides an understanding of Social Media monitoring as a business intelligence system and how a multinational corporation can use these processes to complement existing traditional feedback processes. The purpose of this thesis is to provide the reader with a literature review of Social Media and Social Media monitoring, and an exploratory study of Social Media monitoring practices within a multinational corporation looking to integrate these systems. The chosen research strategy is a case study with single-case embedded analysis. The case company used for this practice is Volvo Construction Equipment Region International with headquarters in Eskilstuna, Sweden. In order to receive a more in-depth understanding from our respondents, the qualitative method was selected. The theoretical framework chapter discusses five major research areas including Customer Relationship Management, Social Media and Social Media monitoring, Intelligence, knowledge management and organizational learning. The empirical evidence chapter has been divided into two sections: internal findings and external findings. The internal findings focus on Volvo Construction Equipment Region International and the company‟s current feedback process. The external findings focus on the comparison between Social Media monitoring companies. The analysis links together the internal and external findings from the empirical section and also draws references to the theoretical framework. The conclusion of this thesis states how a multinational corporation can add value to current feedback processes through the use of Social Media monitoring. This is reached through addressing the purpose of this thesis and answering the main research question and the sub research questions. Social Media monitoring can add value to current feedback processes through reducing time, fostering customer relationships, increasing flexibility, and receiving feedback from non-customers. Social Media monitoring when used effectively, can act as a complement to traditional customer feedback collection methods. Recommendations are made specifically for Volvo Construction Equipment Region International and are based upon an entry strategy with Social Media monitoring. Since this thesis was written within a limited time period, further research areas are presented at the end of the work.
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Andersson, Conny, and David Björk. "The road towards the flawless residence : A case study in process- and quality management." Thesis, KTH, Byggteknik och design, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-302512.
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This study was initiated to examine whether processes of the construction company JM ABare followed and how they can be streamlined, if the targeted goals are reached, and whenand why prescribed routines are abandoned. The study was carried out through onlinequalitative interviews with supervisors at nine examined construction projects, and withofficials within the JM AB organization.The correspondence with employees emphasized the importance of communication,experience feedback, and quality- and process control. Continuous improvement is central atJM AB, and the study shows that proactive work against errors and flaws in production andwarranty assurance can be further strengthened through enhanced communication andexperience feedback.The results suggest that resource- and cost inefficiencies can be reduced through preventiveefforts, emphasis on comprehensibility in the internal quality goals, and a thoroughconsequence analysis in case of late administrative changes in the construction process.Furthermore, the results show the importance of clear communication towards the endcustomer, as well as the value in proactive declaration of expected deviations; this will leadtowards higher CSI, Customer-Service-Index The study is limited to processes and methodsused within JM AB and is primarily focused on the production phase and warrantyassurance.This study resulted in several suggestions for improvement related to customercommunication, centralized internal quality controls, and more efficient internalcommunication and experience feedback. The results also stress the importance of clearlycommunicating JM’s desired quality level to both subcontractors and during procurement.Studien ämnade att undersöka hur JMs framtagna arbetsprocesser efterföljs och kaneffektiviseras, om uppsatta mål uppnås samt när och varför beskrivna rutiner frångås.Studien genomfördes på distans genom kvalitativa intervjuer med arbetsledare i utvaldaprojekt, samt tjänstemän inom företagets organisation. Vid intervjuer och samtal medanställda betonades vikten av kommunikation, erfarenhetsåterföring, kvalitets- ochprocesstyrning.Ständig förbättring är centralt på JM och i resultaten framgår att det proaktiva arbetet för attmotverka fel och brister i produktion och garantiskedet kan stärkas genom förbättradkommunikation och erfarenhetsåterföring. Genom preventiva insatser och stor vikt påtydlighet kring företagets interna kvalitetskrav samt konsekvensanalys vid ändringar avunderlag i tidiga byggskeden kan resurs- och kostnadskrävande moment minimeras.Resultaten påvisade vikten av god kommunikation gentemot slutkund samt värdet i attproaktivt kommunicera förväntade avvikelser för att på sikt höja NKI, Nöjd-Kund-Index.Studien är avgränsad till JMs processer och arbetsmetoder samt fokuserar främst påprocesser relaterade till produktion och garanti.Studien resulterade i ett flertal förbättringsförslag relaterade till kundkommunikation,centraliserad försyn, samt effektiviserad intern kommunikation och erfarenhetsåterföring,men främst redovisas vikten att i upphandling och till underentreprenörer tydliggöra denhöga kvalitetsnivå JM eftersträvar.
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Hansson, Svan Angus, and Carl Mannerstråle. "Prediktion av användaromdömen om språkcafé-samtal baserat på automatisk röstanalys." Thesis, KTH, Skolan för elektroteknik och datavetenskap (EECS), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-261639.
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Spoken communication between humans generate information in two channels; the primary channel, linked to the syntactic-semantic part of the speech (what a person is litteraly saying); the secondary channel conveys paralinguistic information (tone, emotional state and gestures). This study examines the paralinguistic part of the speech, more specific the tone and emotional state. The study examines if there is a correlation between human speech and the opinion of a participant to a language café based conversation. The language café conversations is moderated by the social robot platform Furhat created by Furhat Robotics. The report is written from two perspectives. A data scientific view where identified emotions in audio files are analysed with machine learning algorithms and mathematical models. Vokaturi, an emotion recognition software, analyses the audio files and quantifies the emotional attributes. The classification model is based upon these attributes and the answers from the language café survey. Speech emotion recognition is also evaluated as a method for gathering customer opinions in a customer feedback loop. The results show an accuracy of 61% and indicates that some sort of prediction is possible. However there is no clear correlation between the recorded human voice and the participants opinion of the conversation. In the discussion part the difficulties of creating a high accuracy model with current data is analysed. It also contains a hypothetic analysis of the model as a gathering method for customer data.En person som talar sprider information genom en primär samt en sekundär kanal. Den primära kanalen är kopplat till den syntaktiska semantiken av talet (vad personen bokstavligen säger), medan den sekundära kanalen är kopplat till den paralingvistiska delen (ton, känslotillstånd och gester). Denna studie undersöker den paralingvistiska delen av talet, mer specifikt en människas tonläge och känsla. Studien undersöker om det finns någon korrelation mellan mänskligt tal och vad personen tycker om ett parkcafé-samtal. Parkcafé samtalen i denna studie har genomförts tillsammans med den sociala roboten Furhat skapad av Furhat Robotics. Rapporten är skriven ur två perspektiv. Ett datatekniskt perspektiv där känsloyttringar i ljudfiler analyseras med hjälp av maskininlärning och matematiska modeller. Med hjälp av Vokaturi, som tillhandahåller mjukvara för känsloigenkänning av ljud, analyseras inspelade konversationer och attribut för olika känslor kvantifieras. Klassificeringsmodellen skapas sedan av dessa attribut, svar på enkätundersökningar (del ett) samt av författarna egen-annoterade ljudfiler (del två). Dessutom analyseras känsloigenkänning som metod för insamling av användaråsikter ur ett företagsekonomiskt perspektiv. Resultaten påvisar en träffsäkerhet på ca 62% och 61% för del ett respektive två och pekar på att någon form av prediktion är möjlig. Ett tydligt samband mellan deltagarens röst och dess åsikt om samtalet är dock svårt att finna med dessa resultat. I analysen och slutsatsen diskuteras svårigheterna med att ta fram en funktionell modell med tillgänglig data samt en hypotetisk diskussion kring modellen som del av en customer feedback loop.
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Bect, Pierre. "Développement d’un modèle de comportement pour la détection et le diagnostic d’événements anormaux : application à l’hélicoptère." Thesis, Grenoble, 2013. http://www.theses.fr/2013GRENT108.
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La maintenance d’un système complexe est souvent segmentée par sous-système. Chacun de sous-systèmes faisant intervenir des compétences pointues et variées, déterminer l’état de santé globale du système s’avère être une tâche compliquée. Cependant, les systèmes complexes sont aujourd’hui surveillés avec attention ce qui permet d’enregistrer un nombre important de données hétérogènes permettant à la maintenance d’être efficace sur chaque sous-systèmes. La variété de ces données permet d’avoir une vision d’ensemble sur l’état de santé du système mais du fait de leur quantité et de leur hétérogénéité leur analyse est un exercice complexe. Pour pallier aux problématiques de traitement de données de masse, ces dernières décennies ont vu se développer des outils informatiques et mathématiques permettant d’extraire des informations pertinentes d’un ensemble de données : le data mining. La mise en application d’outils issus des méthodes de data mining peut être une solution à l’identification de l’état santé globale du système.Pour rendre cela possible, la thèse présente dans un premier temps comment construire un modèle de comportement du système hélicoptère en se basant sur des données relatives au bon fonctionnement de l’appareil. Ce modèle de comportement considéré comme normal va ensuite servir de référence. Il permettra donc dans un deuxième temps de répondre à comment détecter et caractériser une déviance, un événement anormal, vis-à-vis du modèle du comportement normal du système. Cette méthode cherche à maximiser l’utilisation des données et minimiser l’introduction d’information relative à la connaissance du système. De cette manière, elle permet de fournir des résultats complètement objectifs qui pourront être comparés à des analyses physiques. La méthode est supportée par un ensemble d’outils mathématiques implémentés dans une infrastructure industrielle permettant l’utilisation de données réelles associées aux appareils d’Eurocopter.Pour accompagner la mise en place de cette méthode, cette thèse présente une application sur des données réelles issues d’hélicoptères de type EC225 de la gamme d’EurocopterThe maintenance of complex system is often segmented by subsystem. Each subsystem involving specialized and various skills, assess the global health of the system is a difficult problem. However, today, complex systems are carefully monitored that allows the records of a substantial amount of heterogeneous data that leads to accurate subsystem maintenance. Diversity of data provides an overview of the global health of the system but in the reason of quantity and heterogeneity their analyses is a difficult exercise. To tackle these data treatment difficulties, computational and mathematical tools have been developed. They allows extraction of relevant information in a substantial amount of data, it is the data mining. The implementation of data mining method could be a solution to the assessment of global health of the system.To make that possible, in a first time, this thesis present how define a helicopter behavior model by using data which are recorded in a good way of running. This behavior model considered as normal will be used as a reference. In a second time, this model will allow to answer to how detect and characterize a drift, an abnormal event, from the normal system behavior model. This method tries to maximize the data usage and minimize the expert knowledge. By this way, it provides results totally objective which could be compare to physical analyses. This approach is supported by a set of mathematical tools implemented in an industrial infrastructure which allows the use of Eurocopter aircraft operational data.To support the implementation of this method, this thesis presents an application of the method on real data from the EC225 helicopter of Eurocopter
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Alnefelt, Patrik, and Petra Malmgren. "Automated error reporting : Business-to-business aspects to consider for a software provider." Thesis, Linköping University, Department of Management and Engineering, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-52247.
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Computer errors are a constant problem for software providers. To completely avoid bugs has proven very difficult even though computer software goes through rigorous testing before released. One of the challenges for developers is recreating errors that end-users experience. User-submitted error reports can often be of help for developers to localize and fix bugs. However, the reports often vary in quality depending on the user's experience and the effort they put into writing the report. Instead of relying on manual error reports, some software providers have equipped their software with automated error reporting functionality. These programs are set to collect important information about the computer and the software in the event of a crash. There are pros and cons with both automated and manual error reporting.
The research that has previously been done in the field of error reporting has mostly focused on the situation where private persons are senders and corporations are receivers. This report addresses the setting where both parties are corporations, which brings several new aspects to the problem. The five main topics this report focuses on are: customer attitude, which data to send, privacy, user interaction and feedback. A study has been conducted at the ERP system provider IFS in Sweden where interviews with employees and customers have been performed. Interviewees in the customer companies have been primarily ERP and application managers. The results of the study show that companies are less concerned than what the literature suggests even though the attitudes differ some depending on line of business. Conclusions are that a high degree of configurability of what is sent in the error reports and the level of user interaction is needed for companies to accept automated error reporting.
Buggar är ett ständigt problem för mjukvarutillverkare. Att helt undvika dessa har visat sig vara mycket svårt trots rigorösa tester innan ny mjukvara släpps. En av utmaningarna för utvecklare är att återskapa felen som uppstår hos användarna. Felrapporter inskickade av användare kan ofta vara till hjälp för utvecklare när de ska lokalisera och åtgärda fel. Men rapporterna kan variera i kvalitet beroende på användarnas erfarenhet och tiden de lägger på att skriva rapporten. Istället för att förlita sig på manuella felrapporter har vissa mjukvarutillverkare utrustat sin programvara med funktionalitet för automatiska felrapporter. Dessa program ska samla in viktig information om datorn och programvaran i händelse av att en krasch uppstår.
Viss forskning har skett inom området automatiserad felrapportering men fokus har då legat på situationen då privatpersoner är avsändare och företag är mottagare. Denna rapport behandlar läget då båda parter är företag, vilket tillför flera nya aspekter till problemet. De fem huvudfrågorna som den här rapporten fokuserar på är: kunders attityd, vilken data ska skickas, integritet, användarinteraktion och feedback. En studie har utförts hos affärssystemleverantören IFS i Sverige, där intervjuer med anställda och kunder har genomförts. De intervjuade hos kundföretagen har huvudsakligen varit ERP- och applikationsansvariga. Resultaten av studien visar att företagen är mindre oroade än vad litteraturen indikerar även om attityderna skiljer sig något i olika branscher. Slutsatserna är att en hög grad av konfigurerbarhet behövs när det gäller vad som skickas i felrapporter samt vilken grad av interaktion med användaren som behövs. Detta för att kundföretagen ska acceptera automatisk felrapportering.
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Önsari, Burak. "Erfarenhetsåterföring och informationshanteringi en komplex organisation." Thesis, KTH, Hållbar produktionsutveckling (ML), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-253801.
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Målet med examensarbetet är att ta fram en lista på åtgärder vilka är ämnade åt att förbättra dokumenthanteringen och informationslagringen på Arcona, samt förbättra tillgängligheten av relevanta dokument och information.Åtgärderna ska ha en inbördes prioriteringsordning och vilka eventuella krav som ska ställas på förekommande system ska undersökas. Fokus ligger på erfarenhetsåterföring genom dokumentation och informationshantering.Vid genomförandet av projektet tillämpas Quality Function Deployment (kundcentrerad planering). Med utgångspunkten hos produktionsledarrollen har kundönskemål samlats och tolkats för att sedan presentera adekvata förslag på förbättringsåtgärder som uppdragsgivaren kan tillämpa. Resultatet innefattar en lista på åtgärder rangordnat efter föreslagen preliminär prioritering där vi högst upp finner kortfattat bland annat:- Att förstärka medarbetarnas medvetenhet kring rutiner och var de hittar särskildadokument & information.- Ett betygsättningssystem för underentreprenader som anlitas av Arcona AB.- Framtagandet av specifikt listade dokument.- En rutin för erfarenhetsåterföring som är återkommande i olika delar av produktionen.Information om vad varje punkt innefattar återfinns i rapporten.The aim of the thesis work is to, with the role of the production managers role and function in focus, bring forth a list of suggested actions on how management of documents and information can improve and how relevant documents and information can be made more accessible. The suggested actions shall be arranged in a prioritized manner and the work shall investigate on the eventual requirements of such a system that can manage the documents/data adequately. Focus have been on utilizing experience feedback through documentation and information management. The method QFD (Quality Function Deployment) has been applied during the thesis work.The customer requirements/needs of the co-workers, primarily the productionmanagers, have been collected and interpreted to later on present adequate suggestions of action of improvement that the employer can apply.The result contains a list of actions arranged based on most highly to least highly recommended action to implement. At the top, we find amongst other actions:- To reinforce the co-workers knowledge about routines and whereabouts of specificdocuments & information.- A score-based rating system to be able to rate subcontractors that has been hired byArcona AB.- The production of certain listed documents.- A routine of documenting experience feedback that comes continuously in specific v stages of the production. Information regarding what every action includes is found inside of the thesis.
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Kahia, Ahmed Chakib. "Les conséquences du transfert interorganisationnel de connaissances : le cas de la relation client-fournisseur dans l’industrie française." Thesis, Aix-Marseille, 2013. http://www.theses.fr/2013AIXM1079/document.
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Le transfert interorganisationnel de connaissances a un intérêt central à la fois comme sujet académique et dans la pratique des affaires. Cependant, les conséquences du transfert interorganisationnel sur la firme émettrice restent méconnues. Notre recherche tente de combler cette lacune et vise deux objectifs complémentaires. En premier lieu, elle vise une meilleure compréhension des effets du transfert interorganisationnel de connaissances et de leur utilité pour la firme émettrice, et en second lieu, elle cherche à identifier les facteurs qui facilitent ou entravent ces effets.Nous avons adopté une démarche scientifique exploratoire structurée en deux parties. La première partie est classiquement consacrée à une revue de littérature visant à la construction d’un modèle théorique de recherche, et la deuxième permet de confronter le modèle théorique à la réalité empirique.Les données recueillies auprès de 126 relations client-fournisseur dans l'industrie française ont fait l’objet d’analyses statistiques quantitatives. A partir de ces éléments, l’étude fournit une vérification empirique de l'importance du transfert interorganisationnel de connaissances. Elle identifie notamment la distance cognitive entre les partenaires, la qualité de la relation, la capacité de l’émetteur, la portée du transfert de connaissances et la mise en adéquation des connaissances transférées comme des facteurs essentiels au succès du transfert. En outre, notre recherche apporte une valeur prescriptive pour les praticiens qui cherchent à développer un transfert de connaissances efficace et efficient dans le cadre de la relation client-fournisseurThe interorganizational knowledge transfer is central for both scholars and practitioners. However, despite the attention given to the importance of this subject from different viewpoints and in different contexts, the effects of interorganizational transfer on the source firm (the sender) remain unclear. Our research attempts to fill this gap and has two complementary objectives: understanding the effects of interorganizational knowledge transfer and their usefulness for the source firm, and identifying factors that facilitate or inhibit these effects.To achieve these goals, we adopted an exploratory approach structured in two parts. The first part is dedicated to a literature review to construct a theoretical model of research, and the second allows us to compare the theoretical model to empirical reality.The study is a part of the interpretive paradigm. Data collected from 126 customer-supplier relationships in the French industry were analyzed through various statistical techniques.The study provides empirical verification of the importance of inter-organizational knowledge transfer. It also identifies the cognitive distance between partners, the quality of the relationship, the sender capability, the scope of knowledge transfer and the alignment of knowledge transfer as key factors in the success of the transfer. Finally, our research provides prescriptive tools for experts who aim to develop an effective and efficient knowledge transfer in the context of customer-supplier relationship
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Kadlubiec, Jakub. "Mobilní systém pro sběr zpětné vazby zákazníků." Master's thesis, Vysoké učení technické v Brně. Fakulta informačních technologií, 2013. http://www.nusl.cz/ntk/nusl-236177.
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Práce se zabývá popisem tvorby mobilního systému pro monitoring zákaznické spokojenosti a sběr zpětné vazby od návštěvníků v restauracích s názvem Huerate. Komplexně jsou popsané všechny fáze vývoje systému. První část práce se zabývá analýzou existujících řešení a stavem na trhu. Následně jsou na základně komunikace s majiteli restaurací sestaveny požadavky na systém. Nakonec se práce věnuje samotnému návrhu systému, jeho implementaci a nasazení v restauracích. Systém Huerate běží jako webová aplikace a je dostupný na adrese http://huerate.cz.
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Mannerson, Victor, and Henri Mark. "Hur hanterar restauranger kundfeedback via sociala medier? : Kundfeedback och dess inverkan i restaurangers operativa verksamhet." Thesis, Linköpings universitet, Företagsekonomi, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-150425.
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Bakgrund: Betydelsen av kundfeedback kan idag inte underskattas. För att undersöka dess inverkan krävs vetskap kring vilka dialogstrategier restauranger implementerar. Information om dess inverkan i den operativa verksamheten samt vetskap om varför restauranger väljer att hantera samt åtgärda kundfeedback. Forskningsfrågor: 1. Vilka strategier använder restauranger för att bemöta kundfeedback mottagen via sociala medier? 2. Varför hanterar samt hur åtgärdar restauranger kundfeedback mottagen via sociala medier? 3. Hur påverkas restaurangers förlängda marknadsmix av kundfeedback på sociala medier? Syfte: Studien ämnar undersöka hur restauranger hanterar kundfeedback via sociala medier samt i vilken utsträckning denna påverkar restaurangers operativa verksamhet. Metod: Kvalitativ ansats, flerfallsstudie, semistrukturerade intervjuer. Slutsats/Bidrag: Betydelsen av kundfeedback samt dess inverkan på restauranger är stor. I vilken utsträckning den påverkar och grad av hänsyn den ges beror på vilken uttalad strategi ett företag implementerar.Background: The significance of customer feedback cannot be overestimated. To investigate its impact, knowledge is needed about what dialogue strategies restaurants implement. Information about its impact in the operational activities and knowledge of why restaurants choose to manage and resolve customer feedback. Research questions: 1. Which strategies do use restaurants to respond to customer feedback received through social media? 2. Why manage and how do restaurants resolve customer feedback received through social media? 3. How is a restaurant's extended market mix affected by customer feedback on social media? Purpose: The study aims to investigate how restaurants handle customer feedback through social media and to what extent this affects the operational activities of restaurants. Methodology: Qualitative approach, multi case study and semi-structured interviews. Conclusion /Contribution: The importance of customer feedback and its impact on restaurants operational activities are great. The which extent it affects, and the degree of consideration given, depends on the stated strategy a company implements.
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Klimeš, Roman. "Návrh metodiky kontroly zaměstnanců." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2010. http://www.nusl.cz/ntk/nusl-222653.
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My thesis will serve as a monitoring tool for the management of an educational division in company BooK s.r.o.. This monitoring will consist in setting up a new form of monitoring feedback mechanism with help of a made-to-measure web application created by me. The feedback check will reflect the customer’s satisfaction with services provided by this company as well as the evaluation of employees concerned. Creation of this new form of feedback was requested directly by the company management of BooK s.r.o. and the implementation and using itself will bring benefits the company primarily in automatization of the monitoring process and time factor. At the same time this application will serve as a tool for evaluation of satisfaction of the customers whose opinions are crucial for the company’s success and improvement of the standard of the provided services which will result in increasing the company’s competitiveness.
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Choudhry, Waseem Uddin. "To enhance service performance by using Feedback and Compalint Management operation by involving customers : A case study of container terminal and its customers." Thesis, Karlstads universitet, Avdelningen för företagsekonomi, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-14628.
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Purpose The analytical purpose of this thesis is to link theory on how customerinvolvement should strengthen customer relationships, with empirical data on howtheir involvement looks like. The empirical purpose is to explore the importance ofcustomer feedback and complaint management in overall customer involvementprocess. This is analyzed, how the involvement can be done in different situations inwhich feedback and complaint management can play a strong role.In this case a service firm PICT (Pakistan international container terminal) will bestudied with its external customers and employees as internal customers. Method Qualitative research method with focus on in depth interviews is used inthe form of phone and Skype conversations. Eleven such interviews have beenconducted with representatives of the case company and its customers. There arethree departments of the case company, five shipping agents and three shippinglines are included. Findings The empirical data has brought several findings on what needs to be doneand thought through in order to optimize their feedback and complaintmanagement mainly in the whole process of customer involvement. One suchfinding is that PICT does not have thorough directions on how their feedback andcomplaint management process should work in which customer needing; customerrelationship marketing and service firm employee’s involvement plays a positiverole. Recommendations The author suggests having a proper feedback and complaint management systemfor the service firm PICT that satisfies their customers.
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Wilander, Mia. "Och det är motivationen i en, tror jag, som tänds av att man faktiskt gör saker gemensamt : En grundad teori om medarbetares perspektiv på delaktighet i förbättringsarbete inom grundskola." Thesis, Mittuniversitetet, Avdelningen för kvalitets- och maskinteknik, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-40679.
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Kring grundskolemedarbetares delaktighet förbättringsarbete är forskningslandskapet tunt, speciellt beträffande studier där forskningsförfarande som förutsättningslöst tillåter multivetenskapliga fynd, praktiserats. För att fylla det gapet har Grundad Teori använts med intervjuer, fokusgruppsintervjuer och observationer för att uppnå studiens syfte, som var att förutsättningslöst, ur ett medarbetarperspektiv, bidra med ny teoribildning kring medarbetares delaktighet i förbättringsarbete inom grundskola. Mer specifikt innebar det att undersöka vilka faktorer som påverkar grundskolepersonals delaktighet i sin verksamhets förbättringsarbete. Det innefattade även att undersöka eventuella samband mellan dessa faktorer, samt hur de eventuella sambanden påverkar grundskolepersonals delaktighet i sin verksamhets förbättringsarbete. Resultatet visade att förutsättningar behöver tillgodoses för att öka sannolikheten för att medarbetare ska vara delaktiga i förbättringsarbete. Även ledarskapsstilen har betydande påverkan. Emellertid kan medarbetare utveckla både negativa och positiva attityder gentemot förändring om förutsättningarna saknas, till viss del beroende på deras personlighetsdrag, vilka även avgör deras behov samt hur de bör matchas med kollegor. Därför behöver ledare beakta personlighetsdrag både beträffande behov och sammansättning av arbetsgrupper. Vidare har fenomenet samverkan, enligt resultatet, en betydande positiv effekt på grundskolemedarbetares delaktighet i förbättringsarbete. Genom dessa fynd kan studien tillskriva etablerad teoribildning och tidigare forskning relevans även inom domänen grundskolaRegarding compulsory school staff’s participation in their school’s improvement activity, the area of research is thin, especially regarding research approaches which allows unconditional multidisciplinary findings. To fill this gap this study has been using Grounded Theory, with interviews, focus group interviews and observations, to achieve the purpose of this study, which was to, with an unconditionally approach, provide a new theory from an employee perspective, of employee’s participation in improvement activity, within compulsory school. More specific, this meant investigating the factors that influence compulsory schools staff participation in their work of improvement. It also included examining possible correlations between these factors, as well as how these possible correlations affect compulsory school staff's participation in their improvement activities. The findings showed that prerequisites need to be met to improve the probability of employees participating in work of improvement. The kind of leadership practiced also have great impact. However, employees can develop both negative and positive attitudes towards change if the prerequisites are not met, in part depending of their personality traits, which also determine their needs as well as how they need to be matched up with co-workers. Leaders therefore need to take personality traits into consideration regarding both needs of the employees and team composition. Furthermore, the phenomenon of teamwork has, as the result shows, a greatly positive impact on compulsory school staff’s participation in improvement activities. With these findings this study recognizes established theories and previous research, as valid even within the domain of compulsory school.
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Oliveira, Ricardo Garcia. "Deep learning approach to customer feedback understanding." Dissertação, 2019. https://hdl.handle.net/10216/125327.
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Oliveira, Ricardo Garcia. "Deep learning approach to customer feedback understanding." Master's thesis, 2019. https://hdl.handle.net/10216/125327.
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Robinson, Nadine. "Understanding customer engagement: What makes customers more likely to provide feedback to an organization in the services sector." 2013. http://hdl.handle.net/10791/29.
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Given that companies such as Proctor & Gamble are saying that they expect to get more than half of their ideas from outside the organization, there is a surprising lack of published research on how to encourage more of those ideas to reach organizations. Within the service climate, a focus on customer orientation and customer engagement has been linked to helping organizations remain competitive. Encompassing all of the non-transactional customer behaviours that can affect an organization, discussions of customer engagement often include things such as word of mouth, advocacy, and co-creation, yet they often do not mention customer feedback. Word of mouth can only extend an organization’s promotional budget, whereas customer feedback, another piece of the customer engagement puzzle, has the power to impact innovation and improvements within an organization. As such, this study contributes to the understanding of the antecedents of customer feedback. A model is put forth combining the technology acceptance model, knowledge management, customer complaint behaviour, and the theory of planned behaviour, showing that the intention to provide feedback is affected by customer characteristics (attitude towards feedback, subjective norms), perceptions of the feedback process (perceived ease of feedback process, perceived usefulness of feedback), and organization perceptions (customer orientation and affective commitment). Altruism, gender, and perceived rewards associated with the feedback process did not affect the intention to provide feedback.2013-07
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Okwunma, Nnamdi Ekene. "Automatic Comprehension of Customer Queries for Feedback Generation." Thesis, 2018. https://hdl.handle.net/10539/26482.
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A dissertation submitted to the Faculty of Science, University of the Witwatersrand, Johannesburg in fulfillment of the requirements for the degree of Master of Science, 2018One major challenge in customer-driven industries is the response to large volumes ofqueries. Inresponsetothisbusinessneed,FrequentlyAskedQuestions(FAQs)have been used for over four decades to provide customers with a repository of questions and associated answers. However, FAQs require some efforts on the part of the customers to search, especially when the FAQ repository is large and poorly indexed or structured. Thisevengetsdifficultwhenanorganisationhashundredsofqueriesinits repository of FAQs. One way of dealing with this rigorous task is to allow customers to ask their questions in a Natural Language, extract the meaning of the input text and automatically provide feedback from a pool of FAQs. This is an Information Retrieval (IR) problem, in Natural Language Processing (NLP). This research work, presents the first application of Jumping Finite Automata (JFA) — an abstract computing machine — in performing this IR task. This methodology involves the abstraction of all FAQs to a JFA and applying algorithms to map customer queries to the underlying JFA of all possible queries. A data set of FAQs from a university’s Computer and Network Service (CNS) was used as test case. A prototype chat-bot application was developed that takes customer queries in a chat, automatically maps them to a FAQ, and presents the corresponding answer to the user. This research is expected to be the first of such applications of JFA in comprehending customer queries.
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Su, Sheng-Hsuan, and 蘇聖軒. "Exploring the factors of customer feedback behavior on Internet." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/80993185888470848717.
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碩士國立暨南國際大學
管理學院經營管理碩士學位學程碩士在職專班
98
To make online shopping platform, consumers can express the views of self as well as the lack of improvement based on shopping, online evaluation system will be a number of online shoppers will use to a service mechanism. While many online shopping platform has a different evaluation mechanism for trading, but for the Internet consumers, these evaluation mechanism is really able to express the feelings of consumers? Purpose of this study will be net Road consumers shopping for the object, and explore the impact of their shopping, and through semi-structured questionnaires given to the seller's response to the consumer to do acts of classification of cases, positive and negative to the problem through the design, evaluation of its use in consumer behavior types and projects, to identify factors affect the evaluation of behavior.
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Lai, Ming-Chi, and 賴明琪. "Integrating the Results of Customer Satisfaction and Customer Feedback- A Case Study of XYZ Company." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/xapft8.
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碩士國立交通大學
管理學院工業工程與管理學程
101
XYZ company realize the competitive advantage comes from a better customer satisfaction, and target customer satisfaction as a performance index, reviewed by management team regularly. Listen to customers and satisfy customers’ expectation will help to improve customer satisfaction, and also provide a method to preserve a long term customer relationship. There are two sources that XYZ company can get customers’ voice, one is “ Customer Satisfaction Survey “ , and the other one is “ Customer Feedback “ , the objective is to integrate this two customers’ voice to obtain an integral customer satisfaction, provide a possibility to improve the weakness of maintaining these two customers’ voice. Base on the integrated customer satisfaction, XYZ company can focus on providing the products and service that meet the needs of customers, adjust the management principle to fulfill customers’ expectation accordingly, and then maintain company’s competitive advantage lastingly.
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陳瑞陽. "A cause analysis and feedback system for fuzzy customer problems." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/67429259643834722265.
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博士國立清華大學
工業工程與工程管理學系
94
In the product usage life cycle, the problems found by customers can be passed to the service, market, procurement, manufacturing and channel departments to generate the product related attributes. These attributes can be further linked to product design attributes, and then be used to produce knowledge of design rules. Through this feedback process, the functions of the new product can quickly meet the customer demands. The purpose of this study is to develop a web-based automated problem feedback analysis and diagnostics system using the fuzzy decision tree and the agent-oriented analysis method for customer compliants in order to accumulate problems and experience throughout the various stages of a supply chain: 1.Quickly locate the cause of a problem and resolve it. 2.Accumulate problem solving experience to make “out-of-control action plans” so that future problems can be properly and quickly resolved. 3.Store product problem related information to a knowledge database for future use. 4.Accumulate the product problem solving experience and feedback to the design department so that mechanisms such as design guidelines and checklist can be developed to prevent problem reoccurrences in the future. The contributions of this research include: 1. Establish an integrated problem feedback framework for the product usage life cycle. 2. Propose an automatic cause identification methodology for product problems with fuzzy symptoms by using the fuzzy decision tree method. 3. Establish an intelligent diagnosis system of product problems.
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Cleveland, Lahelakuupokii, and 柯玉潔. "Influences of Customer Feedback, Work Motivation, and SupervisorSupport on Job Satisfaction." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/49697797980755539879.
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碩士國立臺灣師範大學
國際人力資源發展研究所
103
Employee job satisfaction is of dire concern to organizations utilizing human capital. Although numerous factors contribute to employee job satisfaction, researchers often dedicate their approach to this problem by focusing on internal organizational influences. However, this study proposed to examine the influences of customer feedback, work motivation and supervisor support on employees’ job satisfaction. The study collected 313 valid questionnaires from Hawaii’s business, public and nonprofit service industry employees working face-to-face with customers and clients. Statistical methods used to answer and test research questions included Pearson’s correlation analysis and one-way ANOVA using SPSS 21. Analysis of moment structures (AMOS) was used for structural equation modeling (SEM) to test the five hypotheses of this research. Statistical analysis results show support all five hypotheses. Customer feedback, work motivation and supervisor support were all found to positively influence job satisfaction. Additionally, customer feedback as well as supervisor support indicate to positively influence work motivation.
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HUANG, SHIH-CHIN, and 黃適欽. "From Customer Feedback Satisfaction System to Build Up Customer Satisfaction Indicator - A Case Study of Customer Service Department in Taiwan''s Technology Company." Thesis, 2003. http://ndltd.ncl.edu.tw/handle/35372496971039418121.
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碩士銘傳大學
資訊管理學系碩士在職專班
91
The enterprise needs to make huge profits and the profits come from the customers. Thus, while building up the management strategies and company policies, the enterprise must consider customers’ point of view and should look over the world through customers’ eyes and also feel what the customers feel. The enterprise has to see customer’s experience as very important and start the business based on “What does the customer want?”, then it might be possible to meet customer’s needs and satisfy customer’s expectation. The objective of this research is to find out the customer satisfaction indicators which can be applied to the customer centric enterprises. Based on the assumption of acknowledgement of customer service satisfaction, this research proposes one customer satisfaction model which is structured by three factors, customer characteristic, service quality and purchaser’s experience cycle. The results, obtained from quantifying, organizing, summarizing and analyzing the sample company’s customer feedbacks, are to help the enterprise to figure out the most important problem generating during the service providing process and to improve the related mechanisms as well as to be the reference for customer relationship management. This research results show that the customers are very dissatisfied with the sample company’s poor product quality which causes many re-repairs. Therefore, this research proposes customer satisfaction indicators on both product quality and service quality and also some suggestions to help the enterprise to improve customer satisfaction.
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Coelho, Joana Pinto. "Stripping customers' feedback on hotels evaluation through data mining." Master's thesis, 2016. http://hdl.handle.net/10071/14047.
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Com a constante evolução tecnológica e a consequente afluência de partilha de informação entre os consumidores, as plataformas online, como é o caso do TripAdvisor, começaram a ser usadas para análise, principalmente na indústria hoteleira. Estas plataformas permitem aos clientes a partilha de opiniões e a respectiva atribuição de uma avaliação quantitativa aos hotéis visitados. Os estudos publicados têm-se focado, fundamentalmente, na análise dos comentários; contudo, estudos relacionados com a avaliação quantitativa são mais escassos.
Este estudo foi desenvolvido através de técnicas de data mining por forma a modelar a pontuação atribuída no TripAdvisor. Foram recolhidos dois comentários por cada mês do ano de 2015 referentes a 21 hotéis localizados na avenida mais emblemática de Las Vegas, a Strip, num total de 504 comentários. A localização foi seleccionada por ser um destino de elevado impato turístico já que a cidade persiste devido à hotelaria e aos casinos. Foram seleccionadas 19 variáveis que representam o utilizador, o hotel e as suas características para alimentarem uma máquina de vectores de suporte objectivando a modelação da avaliação quantitativa para extração de conhecimento. Os resultados atestaram a utilidade do modelo na sua capacidade preditiva. Após esta validação foi aplicada uma análise de sensibilidade ao modelo para compreender a relevância das variáveis.
Os resultados revelaram que as variáveis diretamente relacionadas com o utilizador e a sua experiência na utilização do TripAdvisor têm maior influência na atribuição das pontuações, comparativamente com as variáveis relacionadas com o hotel.The emergence of online reviews’ platforms such as TripAdvisor provided tools for tourists to write their opinions and rate hotels with a quantitative score. While numerous studies are found based on textual comments of users, research on the score is rather scarce. This study presents a data mining approach for modeling TripAdvisor score using 504 reviews published in 2015 for the 21 hotels located in the Strip, Las Vegas. Nineteen features characterizing the reviews, hotels and the users were prepared and used for feeding a support vector machine for modeling the score. The results achieved reveal the model is a good approximation for predicting the score. Therefore, a sensitivity analysis was applied over the model for extracting useful knowledge translated into features’ relevance for the score. The findings unveiled user features related to TripAdvisor membership experience play a key role in influencing the scores granted, clearly surpassing hotel features.
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Chueh, Li-Shan, and 闕麗珊. "The Study of the Trust and Customer Knowledge Feedback for the Network Retailer." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/51432733002751657789.
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碩士國立屏東商業技術學院
行銷與流通管理系
96
E-Commerce is affirmed to a kind of new business model, it replace part of traditional business model. These years, computer science and communication technology continuous to upgrade and enterprise provide the integration of business flow, logistics, gold flow, information flow in business activities. The future investment in enterprise is also toward knowledge field. More and more enterprises indicate that customer knowledge management in this current is important. This research explores the customer knowledge feedback in on-ling shopping stores with retailers’ trust degree, product involvement and product types. The result shows that customer have high trust feeling for the shopping store that he/she often purchase, and relate to the will whom return the knowledge. We also find out that the degree of product involvement and product types will influence the quality and quantity of customer knowledge feedback. On the other hand, even if the consumer has high trust feeling and the knowledge sharing will, they have has high understanding of product. Finally, we provides the meaning of management and the future suggestion of research.
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Yen, Hsiu-Hua, and 閻秀樺. "The Influence of Brand Awareness on Customer Attitude to Brand Alliance and Feedback Effect." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/22477314735375005484.
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碩士國立政治大學
企業管理研究所
95
Brand alliance, also called co-branding, is a useful marketing strategy which helps an existing brand to leverage associations, strengthen its image and influence consumers’ attitudes by linking itself to other brands. A special case of brand association is ingredient branding, which highlights a product’s ingredient brand in order to signal the quality of co-branded products. While consumers perceive a co-brand and form attitudes to it, the attitudes toward each constituent brand are also influenced, causing the spillover effect. This study tries to find out if brand awareness is the key factor to impact consumers’ attitudes to a brand alliance. Further, it explains how spillover effect differs between a main brand and an ingredient brand when either positive or negative information about an ingredient branding product is presented to customers. Experiments are conducted to compare an array of consumer’s attitudes and spillover effects of ingredient branding products. Main brands and ingredient brands of different awareness levels are paired alternatively to design eight co-branding conditions. The study finds out brand awareness is a key factor that influences consumer’s attitudes toward a brand association. The combination of two high-awareness brands gains the more positive attitudes than other awareness combinations. However, the level of awareness has little to do with the strength of spillover effect. Attitudes to a brand alliance, positive or not, do not necessarily influence the attitudes to either allied brands. Spillover effect is not a symmetrical phenomenon, and therefore one brand usually gains more spillover effect than their counterpart. Generally the main brand in an ingredient branding has higher spillover effect than the ingredient brand.
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Wen, Ting-Chu, and 溫婷竹. "Factors Influencing Customer Participation in Rating and Feedback System- A Case Study of Taobao.com." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/u8ya2j.
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碩士元智大學
經營管理碩士班(行銷學程)
104
Nowadays, with the increasing numbers of Internet user, e-commerce continues to evolve and develop. Therefore, online shopping has become the new trend and channel for customers. However, the products become untouchable to the customers when they are shopping online. Thus increasing the consumer uncertainty about the products. The Internet rating and feedback system is increasingly important. It allows consumers to learn more about the products, and make consumers feel easier on shopping. This research is to find out the influence of customers participation in rating and feedback system factors, and this study framework attempt to use product involvement, altruism and website usability as the factors affecting, explore whether it influences the customer reward and complain motivation, and then explore how rewards and complain motivation affect the customer participation to give the feedback. In this study, we total recovery of 342 valid questionnaires, and after analysis, we could say that the product involvement, altruism and website usability all will positively affect customer reward and complain motivation, and the reward and complain motivation also will positively affect customer participation to give the feedback. Thus we know that the reward and complain motivation have the mediation effect. However, if the online shopping trader wants to increase the customer use the Internet evaluation feedback mechanism can provide better reward system and customer complaints system. It can increase the customer willingness to participate in the evaluation, and give the feedback.
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SOLAROVÁ, Petra. "Angažování zákazníků v rámci marketingového managementu podniku." Doctoral thesis, 2016. http://www.nusl.cz/ntk/nusl-203668.
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The dissertation is focused on customer engagement which is defined as a certain activity when a company creates convenient possibilities and opportunities actively in order to involve customers who will be willing to express themselves to chosen companies' matters. It is obvious that it depends on the customers, whether they will participate or not. Both the company and the customer must be able to identify certain value that they obtain for them through their activity. The main goal of the thesis was creating a proposal in the form of a methodology, how to implement the chosen way of customer engagement with regard to the marketing management of retail companies. For purposes of the dissertation, the chosen way of customer engagement was obtaining customer feedback. During research interviews with entrepreneurs and managers, it was found out that it is just customer feedback that is one of the important topics in retail. In order to fulfil the main goal, the basis was a transposition of both theoretical pieces of knowledge and newly gained findings from own empirical research, concerning customer engagement within entrepreneurial subject's management. There were three partial goals that present a sequence of steps how to fulfil the mentioned main goal: (A) to identify particular ways of customer engagement in retail, (B) to find out how the chosen way of customer engagement is used in business practice in retail, and (C) to determine links between marketing management and the chosen way of customer engagement. There were used data from entrepreneurial subjects in retail and from customers as well. The result of fulfilling the main goal is the created methodology, how to work with customer feedback. It has three main sections: obtaining, processing and using of customer feedback. It is possible to consider the created methodology as a set of recommended directions for use how to develop and deepen relationships with customers. It is also an answer to the behaviour of contemporary customers who are not only passive receivers but they are active creators and influencers of actions around them.
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Chen, Jie. "Leveraging purchase history and customer feedback for CRM: a case study on eBay's "Buy It Now"." Thesis, 2016. http://hdl.handle.net/1828/7153.
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The rapid growth of e-commerce contributes to not only an increase in the number of online shoppers but also new changes in customer behaviour. Surveys have revealed that online shopper's brand loyalty and store loyalty are declining. Also the transparency of feedback affects customers' purchase intention. In the context of these changes, online sellers are faced with challenges in regard to their customer relationship managements (CRM). They are interested in identifying high-value customers from a mass of online shoppers, and knowing the factors that might have impacts on those high-value customers. This thesis aims to address these questions.
Our research is conducted based on an eBay dataset that includes transaction and associated feedback information during the second quarter of 2013. Focusing on the sellers and buyers in that dataset, we propose an approach for measuring the value for each seller-buyer pair so as to help sellers capture high-value customers. For a seller, the value of each of its customers has been obtained, and we create a customer value distribution for the seller so that the seller knows the majority of its customers' consumption abilities. Next, we categorize sellers based on their customer value distributions into four different groups, representing the majority of customers as being of high, medium, low, and balanced values, respectively. After this classification, we compare the performance of each group in terms of the sales, percentage of successful transactions, and the seller level labelled by the eBay system. Furthermore, we perform logistic regression and clustering to the sellers' feedback data in order to investigate whether a seller's reputation has an impact on the seller's customer value distribution. From the experiment results, we conclude that the effect of negative ratings is more significant than that of positive ratings on a seller's customer value distribution. Also higher ratings about "Item as Described" and "Shipping and Handling Charges" are more likely to help the seller attract more high-value buyers.Graduate