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Journal articles on the topic 'Customer feedback'
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Stoica, Eduard Alexandru, and Esra Kahya Özyirmidokuz. "Mining Customer Feedback Documents." International Journal of Knowledge Engineering-IACSIT 1, no. 1 (2015): 68–71. http://dx.doi.org/10.7763/ijke.2015.v1.12.
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Ashurst, Adrian. "Customer Feedback." Nursing and Residential Care 2, no. 11 (November 2000): 554. http://dx.doi.org/10.12968/nrec.2000.2.11.7676.
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Omisakin, Olufemi Muibi, Chanaka Bandara, and Indrapriya Kularatne. "Designing a Customer Feedback Service Channel Through AI to Improve Customer Satisfaction in the Supermarket Industry." Journal of Information & Knowledge Management 19, no. 03 (July 17, 2020): 2050015. http://dx.doi.org/10.1142/s021964922050015x.
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This study examines the impact of customer feedback channels on customer satisfaction, the need to design a new feedback channel using artificial intelligence (AI) as a goods locator map and internal survey model in the supermarket industry. A self-administered questionnaire was used to collect data from customers in supermarkets. Descriptive statistics and correlations were used to analyse the collected data sets to attain a statistically supported conclusion. The research found customer feedback service channels impacted on customers’ satisfaction. Customers were not satisfied with the rate of responsiveness to their feedback. The study designed and proposed a customer feedback service channel with AI as an alternative to existing feedback channels. It concluded that an AI designed system should be developed and implemented in supermarkets to test the intended outcome of the feedback channels and to design a robust system as a goods locator map and internal survey model.
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Kim, Shinyoung, Sunmee Choi, and Rohit Verma. "Providing feedback to service customers." Journal of Service Management 28, no. 2 (April 18, 2017): 389–416. http://dx.doi.org/10.1108/josm-11-2015-0368.
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Purpose In services, customers’ successful performance of expected roles is critical to ensuring successful service outcomes. To help customers perform their roles better, service providers offer them feedback on their performance. To improve the design of customer feedback that contains both positive and negative messages, the purpose of this paper is to examine the order and the repetition effect of feedback message types on customer feedback satisfaction, motivation, and compliance intention, focusing on the moderating effect of customer involvement level. This paper also examines whether feedback satisfaction and motivation mediate the moderation effect of the order or repetition of feedback message type and customer involvement level on compliance intention. Design/methodology/approach This study employs two between-subject quasi-experimental designs: 2 (feedback message order: positive message first vs negative message first) × 2 (involvement level: high vs low) and a 2 (repeated feedback type: positive vs negative) × 2 (involvement level: high vs low). Data collection occurred through an online survey using eight health checkup scenarios. Hypotheses were tested by using MANOVA and PROCESS. Findings The customer involvement level moderated the effect of the presentation order of feedback message type on customer responses. With highly involved customers, offering positive feedback initially produced responses that were more favorable. With customers with low involvement, the order did not matter. The effects of feedback satisfaction and motivation as mediators in the effect of order on compliance intention were significant only with highly involved customers. The mediation effect of motivation was much stronger than that of feedback satisfaction. The repetition of a particular feedback type took effect only with customers with low-involvement level. Compared to the no-repetition condition (positive-negative), when positive feedback was repeated (positive-negative-positive), motivation increased. Compared to the no-repetition condition (negative-positive), when negative feedback was repeated (negative-positive-negative), feedback satisfaction and compliance intention decreased. In terms of mediating effect, only feedback satisfaction was a meaningful mediator and only when negative feedback was repeated to low-involvement customers. Originality/value This study contributes to research by extending feedback studies in services to include a consideration of the order and repetition of feedback message types as design variables; it contributes practically by suggesting how to design feedback for better customer responses such as feedback satisfaction, motivation, and compliance intention.
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Ritva, Kosklin, Johanna Lammintakanen, and Tuula Kivinen. "Asiakaspalautetieto ja sen hyödyntäminen sairaalan johtamisessa." Hallinnon Tutkimus 39, no. 2 (September 13, 2020): 75–89. http://dx.doi.org/10.37450/ht.98082.
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Customer feedback information and its utilization in hospital management
The aim of this study is to increase our comprehension of how customer feedback information is managed in the context of hospital management. The study is qualitative and built on casestudy. Material were collected of two focus groups and it involved 13 leaders from different hospital management levels. Customer feedback information is collected simultaneously in several ways; oral feedback is not collected systematically. Customers provide feedback on service, care, friendliness and general hospital functioning. Customer feedback information is processed primarily by the unit attended by the customer. Physicians and nurses have a different role in customer feedback information processing. Hospital customer information processing is declarative and there is no uniform view on how to transfer customer feedback information between management levels. It is difficult to form a common conception of customer feedback information on the organizational level of this hospital
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Mavis Dah, Helen, and Arnold Dumenya. "Investigating Customer Feedback Channels in the Hotel Industry: the Case of Ho – Ghana." European Scientific Journal, ESJ 12, no. 26 (September 30, 2016): 353. http://dx.doi.org/10.19044/esj.2016.v12n26p353.
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Knowing what delight customers and satisfying them is highly critical for success in today’s competitive business environment. In order to satisfy customers and to meet their expectations, hotels must be able to understand customers’ needs and wants. Customer feedback provides invaluable information for organizations to re-orient their products and services. This study explores customer feedback channels that are used by hotels in Ho, Ghana and examines customers’ perceptions on the effectiveness of the feedback channels. Also, customers’ preferred channels were examined. Structured questionnaires were administered to 300 hotel guests at random. Out of the 300 questionnaires distributed, 171 were completed and used in the final analyses. Data was analyzed using SPSS version 22. The results revealed that suggestion box was mostly used by the hotels and guests perceived this channel as most effective among all other feedback channels. Also, guests preferred to provide feedback on one-on-one contact. The study concludes that developing effective customer feedback channels would motivate gueststo tell the hotel management about their satisfaction or dissatisfaction on the hotel services and products. Guest contact staff should be well trained in handling customer feedback and to possess good communication skills.
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Celuch, Kevin, Nadine M. Robinson, and Anna M. Walsh. "A framework for encouraging retail customer feedback." Journal of Services Marketing 29, no. 4 (July 13, 2015): 280–92. http://dx.doi.org/10.1108/jsm-02-2014-0062.
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Purpose – The purpose of this study is to examine antecedents of the under researched area of customer feedback in a retail context with feedback defined as positive and negative comments as well as suggestions for product/service improvements. A market-oriented firm listens to customers and puts their feedback into practice. Research on customer engagement, which includes customer feedback, has recently surged. The preponderance of feedback research to date has been focused on customer complaint behavior which is negatively valenced. Much less attention has been paid to customer feedback (including sharing positive information, thoughts and suggestions for new ideas, in addition to negative information) even though it has great value for companies. This research addresses this gap by integrating literature on customer orientation and engagement and relationship marketing antecedents (social benefits) and outcomes (commitment) to better understand what retailers can do to encourage customer feedback through relationships with frontline employees. Design/methodology/approach – This study employs a cross-sectional, single retailer approach surveying 864 customers who have varying relationships to a coffee house. Findings – Conditional process analysis was used to test the hypothesized mediating and moderating relationships. Results were consistent with predictions, showing that retail employee customer-oriented behavior is mediated by customer social benefit perceptions to influence feedback. Further, social benefit perceptions will interact with the level of customer continuance commitment to impact feedback. Specifically, the impact of social benefits will be stronger when commitment to the retailer is higher. Originality/value – This research has academic and practical implications by increasing our understanding of an underrepresented and valuable aspect of engagement – customer feedback. Specifically, it addresses a key marketing research priority set forth in a 2010 JSR special issue, calling for more work contributing to this topic. Also, this research implies managers have the ability to influence the amount of feedback that they receive by encouraging certain employee behaviors.
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Flynn, Andrea Godfrey, Linda Court Salisbury, and Kathleen Seiders. "Tell Us Again, How Satisfied Are You? The Influence of Recurring Posttransaction Surveys on Purchase Behavior." Journal of Service Research 20, no. 3 (February 2, 2017): 292–305. http://dx.doi.org/10.1177/1094670517690026.
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Service firms frequently contact customers after a transaction to solicit feedback and assess satisfaction with the service experience. Customers who have an ongoing relationship with a firm may receive satisfaction surveys after many or even most of their service encounters, yielding effects that are likely to be cumulative over time. Yet how these cumulative effects influence customer purchase behavior is not clear. Because satisfaction surveys serve a dual purpose of providing valuable customer feedback and incorporating bidirectional communication into relational marketing strategies, understanding their longer term effects is important. This study examines the influence of recurring posttransaction satisfaction surveys on purchase behavior at the individual customer transaction level using service transaction data and relational contact data spanning 3 years at a large North American automotive dealership. The findings reveal that repeatedly soliciting a customer’s feedback may have detrimental cumulative effects on purchase amount and interpurchase time, and the cumulative effects vary with customers’ cross purchasing history. Results indicate diminished impact of other individualized direct contacts when a customer also receives a posttransaction satisfaction survey. The authors discuss how companies can use satisfaction surveys as an effective tool within a firm’s portfolio of relational communications and minimize detrimental effects over time.
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Swathi, G., Sudha Rani Donepudi, and K. Ramash Kumar. "Personified Behavioural Demand Response Model for the Reduction of Peak Time Energy Consumption Coincidence of Domestic Sector with the Utility." WSEAS TRANSACTIONS ON POWER SYSTEMS 16 (December 31, 2021): 361–73. http://dx.doi.org/10.37394/232016.2021.16.36.
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Curtailment of discrete customer’s demand coincidence with utility demand during peak time ends up in good benefits to the utility at different levels as this coincidence is very expensive due to additional requirement of demand. Though few Demand Response(DR) programs are working towards this peak time energy coincidence reduction, they are not that successful due to either requirements of technological installations near customer premises or penalising the customer or lack of encouraging the customer to achieve the reduction. This work proposes a Personified Behavioural Demand Response (P-BDR) model especially for residential customers as they are good contributors of peak time demand. Rather than coaxing or compelling the customer, the proposed model relies on customer’s motivation regarding the peak time energy conservation, setting targets based on their monthly contribution to utility peak time demand and measuring their achievements through feedback models. P-BDR model comprises of Target/Goal setting model based on forecasted data and feedback model based on real time data of individual customer. This model is observed on synthetic smart meter data of 20 discrete domestic customers. For the better application of the model, customers are clustered into 4 categories using K-Means Machine learning algorithm. The model sets an individual target of 5%-15% energy consumption reduction during utility peak time based on the customer classification. The model achieves an overall consumption reduction of 14.9% during peak time with the proposed model.
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Ekawanto, Iwan, and Robert Kristaung. "PERBEDAAN EFEK TINGKAT PERLAKUAN ISTIMEWA YANG BERHUBUNGAN DENGAN PENDAPATAN: SEBUAH STUDI EMPIRIS PADA PELANGGAN TOKO SERBA ADA." Jurnal Manajemen dan Pemasaran Jasa 8, no. 2 (February 16, 2016): 165. http://dx.doi.org/10.25105/jmpj.v8i2.1598.
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<p>This study intends to empirically explore how the practices of loyalty programs conducted by the store management (department store) which benefit for customers so as to provide results that benefit both parties as a relational outcome consisting of relationship commitment, Increased purchases, share of customer, word of mouth and customer feedback, which is completed by respondents profile as control variables such as age, education and income levels. With sample 66 respondents to test the hypothesis using MANOVA. Differential test results showed that there are differences in relationship commitment, increased purchases, share of customer, word of mouth, and customer feedback with a high level of preferential treatment, medium and low on the customer department store. Similarly, the age, income and education at the department store customers there are differences there are differences in relationship commitment, Increased purchases, share of customer, word of mouth, and customer feedback. The results of testing the fifth hypothesis states that preferential treatment will give a high positive influence on relationship commitment, Increased purchases, share of customer, word of mouth, and customer feedback. The test result of five hypothesis states that high preferential treatment will give positive influence to the relationship commitment, increased purchases, and share of customer, word of mouth, and customer feedback. On relationship commitment is not significant covariates of age, but the share of customer revenue and customer feedback and education are not significant, whereas age has the effect of preferential treatment exhibited significantly coupled with the age factor share of the customer to customer. Similarly, the positive word of mouth, only the opinion of significant covariates as control variables of preferential treatment. These three covariates age, income and education only significant simultaneously at Increased purchase only.</p>
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Caputa, Wiesława. "Social relations and environmental influence as a determinant of customer capital." Oeconomia Copernicana 6, no. 2 (June 30, 2015): 109. http://dx.doi.org/10.12775/oec.2015.015.
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The article presents the influence of feedback and recommendations provided by the customers on the customer purchase behaviour along with the benefits resulting from the use of the customer feedback potential in the process of company value creation. On the basis of survey conducted on the beer market in Poland, it was demonstrated that the customer feedback and recommendations have a significant influence on the purchase behaviour and allow the cost reduction of customer communication. In the analysis of the results the statistical methods were used, including focus analysis, ANOVA test and factor analysis.
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Nurbani Kartika, Lucia. "Impact of The Establishment of Listening Skills on the Quality Level of Customer Complaints Handling Ability (Case Study in Business Communications Course Students Yogyakarta)." Journal Research of Social, Science, Economics, and Management 1, no. 7 (February 20, 2022): 947–53. http://dx.doi.org/10.36418/jrssem.v1i7.93.
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Product or service provided by a customer feedback on a product or service. Of the quality of the product or service used by the customer. More and more complaints given by customers require extra attention for every company that receives complaints to improve in the manufacture of products or services. For this reason, every company must be able to provide satisfaction to its customers by one way of responding and handling customer complaints appropriately and correctly. The methodology used to conduct this research is a quantitative approach to establish a causal relationship between the impact of listening skills on the customer's ability to handle complaints. In this case, it is a student case study. Based on the above Based on the research results, communication is certainly the most important key in building good relationships between individuals. Through oral or written communication, it is hoped that the public can fully understand what is conveyed by the sender of the message. Inevitably, communication is the most important thing in determining customer satisfaction of a company. Customer complaints about the use of a product or service provide feedback on the quality of the product or service used by customers. Therefore, the authors initiated “The Effect of Listening Skills Training on the Quality Level of Customer Complaint Management” and achieved significant results.
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Melikov, Agassi, Sevinj Aliyeva, Sajeev S. Nair, and B. Krishna Kumar. "Retrial Queuing-Inventory Systems with Delayed Feedback and Instantaneous Damaging of Items." Axioms 11, no. 5 (May 20, 2022): 241. http://dx.doi.org/10.3390/axioms11050241.
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This paper studies a Markov model of a queuing-inventory system with primary, retrial, and feedback customers. Primary customers form a Poisson flow, and if an inventory level is positive upon their arrival, they instantly receive the items. If the inventory level is equal to zero upon arrival of a primary customer, then this customer, according to the Bernoulli scheme, either leaves the system or goes into an infinite buffer to repeat their request in the future. The rate of retrial customers is constant, and if the inventory level is zero upon arrival of a retrial customer, then this customer, according to the Bernoulli scheme, either leaves orbit or remains in orbit to repeat its request in the future. According to the Bernoulli scheme, each served primary or retrial customer either leaves the system or feedbacks into orbit to repeat their request. Destructive customers that form a Poisson flow cause damage to items. Unlike primary, retrial, and feedback customers, destructive customers do not require items, since, upon arrival of such customers, the inventory level instantly decreases by one. The system adopted one of two replenishment policies: (s, Q) or (s, S). In both policies, the lead time is a random variable that has an exponential distribution. It is shown that the mathematical model of the system under study was a two-dimensional Markov chain with an infinite state space. Algorithms for calculating the elements of the generating matrices of the constructed chains were developed, and the ergodicity conditions for both policies were found. To calculate the steady-state probabilities, a matrix-geometric method was used. Formulas were found for calculating the main performance measures of the system. The results of the numerical experiments, including the minimization of the total cost, are demonstrated.
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Choi, Bong Dae, and Bara Kim. "An M/G/l queueing system with fixed feedback policy." ANZIAM Journal 44, no. 2 (October 2002): 283–97. http://dx.doi.org/10.1017/s1446181100013948.
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We consider a single server queueing system where each customer visits the queue a fixed number of times before departure. A customer on his j th visit to the queue is defined to be a class-j -customer. We obtain the joint probability generating function for the number of class-j-customers and also obtain the Laplace-Stieltjes transform for the total response time of a customer.
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Reiman, Martin I. "A multiclass feedback queue in heavy traffic." Advances in Applied Probability 20, no. 01 (March 1988): 179–207. http://dx.doi.org/10.1017/s0001867800017997.
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We consider a single station queueing system with several customer classes. Each customer class has its own arrival process. The total service requirement of each customer is divided into a (possibly) random number of service quanta, where the distribution of each quantum may depend on the customer's class and the other quanta of that customer. The service discipline is round-robin, with random quanta. We prove a heavy traffic limit theorem for the above system which states that as the traffic intensity approaches unity, properly normalized sequences of queue length and sojourn time processes converge weakly to one-dimensional reflected Brownian motion.
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Reiman, Martin I. "A multiclass feedback queue in heavy traffic." Advances in Applied Probability 20, no. 1 (March 1988): 179–207. http://dx.doi.org/10.2307/1427275.
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We consider a single station queueing system with several customer classes. Each customer class has its own arrival process. The total service requirement of each customer is divided into a (possibly) random number of service quanta, where the distribution of each quantum may depend on the customer's class and the other quanta of that customer. The service discipline is round-robin, with random quanta.We prove a heavy traffic limit theorem for the above system which states that as the traffic intensity approaches unity, properly normalized sequences of queue length and sojourn time processes converge weakly to one-dimensional reflected Brownian motion.
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Gallagher, Conor, Eoghan Furey, and Kevin Curran. "The Application of Sentiment Analysis and Text Analytics to Customer Experience Reviews to Understand What Customers Are Really Saying." International Journal of Data Warehousing and Mining 15, no. 4 (October 2019): 21–47. http://dx.doi.org/10.4018/ijdwm.2019100102.
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In a world of ever-growing customer data, businesses are required to have a clear line of sight into what their customers think about the business, its products, people and how it treats them. Insight into these critical areas for a business will aid in the development of a robust customer experience strategy and in turn drive loyalty and recommendations to others by their customers. It is key for business to access and mine their customer data to drive a modern customer experience. This article investigates the use of a text mining approach to aid sentiment analysis in the pursuit of understanding what customers are saying about products, services and interactions with a business. This is commonly known as Voice of the Customer (VOC) data and it is key to unlocking customer sentiment. The authors analyse the relationship between unstructured customer sentiment in the form of verbatim feedback and structured data in the form of user review ratings or satisfaction ratings to explore the question of whether customers say what they really think when given the opportunity to provide free text feedback as opposed to how they rate a product on a scale of one to five. Using various Sentiment Analysis approaches, the authors assign a sentiment score to a piece of verbatim feedback and then categorise it as positive, negative, or neutral. Using this normalised sentiment score, they compare it to the corresponding rating score and investigate the potential business insights. The results obtained indicate that a business cannot rely solely on a standalone single metric as a source of truth regarding customer experience. There is a significant difference between the customer ratings score and the sentiment of their corresponding review of the product. The authors propose that it is imperative that a business supplements their customer feedback scores with a robust sentiment analysis strategy.
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Afrizal, Afrizal, and Fitriani Fitriani. "Pengembangan Sistem Informasi Feedback Pelanggan Hosting Pada CV. E-Padi Corporation Berbasis Web." Jurnal JTIK (Jurnal Teknologi Informasi dan Komunikasi) 1, no. 1 (October 1, 2017): 24. http://dx.doi.org/10.35870/jtik.v1i1.30.
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a b s t r a c tOne of the tasks of e-padi.com company is to make customer friendly service that is by making service feedback for product or service that have been bought by customer. At this time the feedback service that has been run still using the system of phone calls and sms. Service using the phone is a practical service performed by the customer and get a fast response from the service provider. However, the service using the phone or sms does not provide a recap or record of feedback from customers or companies. The purpose of this information system development is to design and build a customer feedback system based computer hosting systematic, structured and directed at the CV. E-Padi Corporation. Customer feedback information system generated to process Domain data and hosting customers, especially on the corporate environment CV. E-Padi Corporation with the results of form data user, Domain, hosting and feedback. The resulting report is customer feedback data and overall customer data. Web-based presentation with PHP programming and mySQL database.Keywords:Information systems, feedback, hosting, Domains a b s t r a kSalah satu tugas dari dari perusahaan e-padi.com adalah membuat pelayanan pelanggan yang user friendly yaitu dengan membuat layanan feedback atas produk maupun jasa yang telah dibeli pelanggan. Pada saat ini layanan feedback yang telah dijalankan masih menggunakan sistem panggilan telepon maupun sms. Layanan menggunakan telepon merupakan layanan praktis yang dilakukan oleh pelanggan dan mendapatkan respon yang cepat dari penyedia layanan. Akan tetapi layanan menggunakan telepon maupun sms tidak menyediakan rekap atau record dari feedback dari pelanggan maupun perusahaan. Tujuan dari pengembangan sistem informasi ini adalah merancang dan membangun suatu sistem informasi feedback pelanggan hosting berbasis komputer yang sistematis, terstruktur dan terarah pada CV. E-Padi Corporation. Sistem informasi feedback pelanggan yang dihasilkan dapat mengolah data Domain dan hosting pelanggan khususnya pada lingkungan perusahaan CV. E-Padi Corporation dengan hasil berupa form data user, Domain, hosting dan feedback. Laporan yang dihasilkan adalah data feedback pelanggan dan data pelanggan secara keseluruhan. Penyajiannya berbasiskan web dengan pemrograman PHP dan database mySQL.Kata Kunci:Sistem Informasi, feedback, hosting, Domain
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Anand, Shruti. "Mystery Shopping: A Marvelous Tool in the Hands of Organized Retailers." International Journal of Management, Innovation & Entrepreneurial Research 1, no. 1 (October 24, 2015): 18. http://dx.doi.org/10.18510/ijmier.2015.114.
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Customer engagement is a key to the success of organized retail. Now-a-days, retailers engage their customers by luring them with various facilities. It is through customer engagement that they are able to provide a long lasting experience to customers. This provides a competitive advantage and becomes the ultimate reason for customer attraction. It is the in-store experience of customer that adds on to the frequency of their visit. Experience though once gained has a long effect, but it needs to be replicated to give an everlasting effect. Feedback received from customer is not only a prime source of information but also an effective tool to manage customer relation in a manner where it would fulfill expectations of customer and organization as well. Often the large size of operation becomes a challenge for the organized retailer in maintaining close relationship with each customer. Notwithstanding various technological involvements in the working environment of retailers, they still lag behind in getting feedback of customer experience in the store. Feedback given to them is generally in a hurry or mostly vague. Absence of feedback is slowly and gradually creating a lacuna between organized retailers and customers. The concept of mystery shopping has evolved in order to cope with this challenge. This paper is conceptual in nature and hovers around mystery shopping. The objective is to explain in detail its relevance and significance for organized retailers. Application of mystery shopping might prove to be a significant tool in the hands of organized retailers as it provides first-hand information which helps to bridge the communication gap between the organized retailer and customer.
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Nasr, Linda, Jamie Burton, and Thorsten Gruber. "Developing a deeper understanding of positive customer feedback." Journal of Services Marketing 32, no. 2 (April 9, 2018): 142–60. http://dx.doi.org/10.1108/jsm-07-2016-0263.
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Purpose The purpose of this paper is to highlight the importance and extend the understanding of the underresearched concept of personal positive customer feedback (PCF). By comparing and contrasting front-line employees’ (FLEs) and customers’ perspectives, this study aims to develop a deeper understanding of the main elements, characteristics of PCF, its various impacts and the perceived importance of this phenomenon for both parties. Design/methodology/approach An exploratory research study was conducted using a novel integrated methodological approach combining two well-established qualitative techniques: structured Laddering interviews and various elements of the Zaltman Metaphor Elicitation Technique. In total, personal interviews with 40 participants consisting of 20 customers and 20 FLEs were conducted. Findings This study conceptualizes personal PCF in the service literature by identifying the various PCF elements and characteristics. The authors extend PCF understanding beyond what the current literature shows (i.e. gratitude, compliments) by identifying nine characteristics of PCF. This study also proposes a number of impacts on both customers and FLEs. While both customers and FLEs have a similar understanding of the various elements and characteristics of PCF, the significance of the various elements and the subsequent impacts vary between the two groups. Finally, three key themes in PCF handling that help position PCF within the extant customer management literature are identified and discussed. Research limitations/implications This study contributes to a well-rounded understanding of customer feedback by counter-balancing the prevailing focus on customer complaining behaviour and proposing a complimentary look at the positive valence of personal feedback. It also provides managerial implications concerning the management of positive service encounters, an emerging topic within service research. Originality/value This multidisciplinary study is the first to extend the understanding of personal PCF by comparing and contrasting customers’ and FLEs’ perspectives. The findings of this study highlight the need to explore the positive side of service interactions to create positive service experiences.
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Kumar, V. "A Theory of Customer Valuation: Concepts, Metrics, Strategy, and Implementation." Journal of Marketing 82, no. 1 (January 2018): 1–19. http://dx.doi.org/10.1509/jm.17.0208.
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Customer value refers to the economic value of the customer's relationship with the firm. This study approaches the topic of customer value for measuring, managing, and maximizing customer contributions by proposing a customer valuation theory (CVT) based on economic principles that conceptualizes the generation of value from customers to firms. The author reviews the established economic theories for valuing investor assets (e.g., stocks) and draws a comparison to valuing customer contributions. Furthermore, the author recognizes the differences in the guiding principles between valuing stocks and valuing customers in proposing CVT. Using CVT, the author discusses the concept of customer lifetime value (CLV) as the metric that can provide a reliable, forward-looking estimate of direct customer value. In addition, economic models to estimate CLV, ways to manage CLV using portfolio management principles, and strategies to maximize CLV are discussed in detail. The author extends the customer value concept by discussing ways that a customer can add value to the firm indirectly through incentivized referrals, social media influence, and feedback. Finally, the benefits of CVT to multiple constituencies are offered.
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Carlson, Jamie, Mohammad Rahman, Ranjit Voola, and Natalie De Vries. "Customer engagement behaviours in social media: capturing innovation opportunities." Journal of Services Marketing 32, no. 1 (February 12, 2018): 83–94. http://dx.doi.org/10.1108/jsm-02-2017-0059.
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Purpose Social media brand pages have become instrumental in enabling customers to voluntarily participate in providing feedback/ideas for improvement and collaboration with others that contribute to the innovation effort of brands. However, research on mechanisms which harness these specific customer engagement behaviours (CEB) in branded social media platforms is limited. Based on the stimulus–organism–response paradigm, this study investigates how specific online-service design characteristics in social media brand pages induce customer-perceived value perceptions, which in turn, stimulate feedback and collaboration intentions with customers. Design/methodology/approach Data collected from 654 US consumers of brand pages on Facebook were used to empirically test the proposed framework via structural equation modelling. Findings The theoretical framework found support for most hypothesized relationships showing how online-service design characteristics induce an identified set of customer value perceptions that influence customer feedback and collaboration intentions. Research limitations/implications The sample is restricted to customer evaluations of brand pages on Facebook in the USA. Practitioners are advised to maximize online-service design characteristics of content quality, brand page interactivity, sociability and customer contact quality as stimulants that induce brand learning value, entitativity value and hedonic value. This then translates to customer feedback and collaboration intentions towards the brand page. Originality/value The findings have important implications for the design and optimization of online services in the customer engagement-innovation interface to harness CEBs for innovation performance.
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Naveed, Hafiz Muhammad, Yao Hongxing, Muhammad Akhtar, Muhammad Usman Anwer, and David Alemzero. "The Impact of Customer Feedback on Organizational Health when Employee Empowerment works as a moderator: Evidence from Pakistani Fast Food Industry." Business and Economic Research 10, no. 3 (July 19, 2020): 65. http://dx.doi.org/10.5296/ber.v10i3.17372.
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Organizational health is a modern and wide-ranging phenomenon that essential to endure long term achievements of an organization. The main objective of the current research study, to examine the effects of customer feedback on organizational health when employee empowerment works as a moderator. For this significant purpose, data was collected by respondents via using five Point Likert-scale techniques. The current research study has taken 750 total sample size from population to do expose hide phenomenon. We have used Factor Wise Reliability approach to test questions reliability; Descriptive Statistics verified whether data normalized or not; Pearson correlation to check the variables association-ship; Multiple linear regression technique to quantify per-point and overall fraction between dependent and independent variables; and finally linear regression moderation equation also conclude in methodological part for examines the moderation effect. The result indicates that Customer Feedback and organizational health both have been positively associated with each other. Besides, employees empowerment makes more strengthen the relationship of customer feedback and organizational health. In the light of outcome of current study, the manager should be aware about employees empowerment and customer feedback that are an order to sustain old customers and attract new customers for the Fast Food Industry. This research study has released new and different path for empirical investigation among organizational health, customer feedback and employees empowerment.
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Peksa, Tereze, and Jānis Pekša. "E-COMMERCE RETAIL CUSTOMERS REPURCHASE FACTORS INFLUENCING IDENTIFICATION." ENVIRONMENT. TECHNOLOGIES. RESOURCES. Proceedings of the International Scientific and Practical Conference 2 (June 17, 2021): 131–35. http://dx.doi.org/10.17770/etr2021vol2.6620.
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With the fast-paced technological development era and the importance of using the Internet in our daily lives, e-commerce as shopping no longer seems new or unusual. Regardless of type or size, companies are using e-commerce advantage to compete in the market. Each of these companies needs a circle of independent and loyal customers. When the customer is satisfied, he gives positive feedback about the company and makes a repeat purchase. In this way, he attracts new customers to the company and provides an independent income for the company. Certain factors influence the customer's attitude and behavior. It is essential to determine what influences their customers' choices when competing to earn profit in the market; the customer must be satisfied in order for him to want to make a repurchase. Repurchases from customers indicate a loyalty to the company. Customer loyalty can be the result of a company consistently meeting and exceeding its customer expectations. Customer loyalty can have a significant impact on business growth. To assess and identify the factors influencing customer satisfaction, they are identified and offered a conceptual reflection of the current situation and offer a conceptual model of Identification Causes and Effects of Customer Satisfaction Framework (IceCSF) in e-commerce retail.
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Abbas, Moazzam, Yongqiang Gao, and Sayyed Shah. "CSR and Customer Outcomes: The Mediating Role of Customer Engagement." Sustainability 10, no. 11 (November 16, 2018): 4243. http://dx.doi.org/10.3390/su10114243.
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Corporate social responsibility (CSR) image positively affects customer outcomes. Despite researchers’ interest in the investigation of company favoring outcomes still, there is a need to further examine the psychological mechanisms that generate these outcomes. Customer engagement (CE) is a state of mind that drives customer behavior. The role of CE has been fully ignored in CSR literature. We suggest that CSR engenders CE and examine the mediating role of CE between CSR and behavioral outcomes. A survey of 455 customers of banking services in Pakistan provided empirical evidence for hypothesis testing. Structural equation modeling was used to analyze the data. We find that CSR image induces CE that gives rise to behavioral responses i.e., customer loyalty, word-of-mouth (WOM) and customer feedback. This is the first study to examine the impact of CSR on customer feedback and to investigate the mediating role of CE.
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Melikov, Agassi, Sevinj Aliyeva, and Janos Sztrik. "Retrial Queues with Unreliable Servers and Delayed Feedback." Mathematics 9, no. 19 (September 28, 2021): 2415. http://dx.doi.org/10.3390/math9192415.
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In this paper, models of unreliable multi-server retrial queues with delayed feedback are examined. The Bernoulli retrial is allowed upon the arrival of both primary (from outside) and feedback customers (from orbit), as well as the Bernoulli feedback that may occur after each service in this system. Servers can break down both during the service of customers and when they are idle. If a server breaks down during the service of a customer, then the interrupted customer, in accordance with the Bernoulli scheme, decides either to leave the system or join a common orbit of retrial and feedback customers. An approximate method, based on the space merging approach of three-dimensional Markov chains, is proposed for the calculation of the steady-state probabilities, as well as performance measures of the system. The results of the numerical experiments are demonstrated.
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Fundin, Anders P., and Bo L. S. Bergman. "Exploring the customer feedback process." Measuring Business Excellence 7, no. 2 (June 2003): 55–65. http://dx.doi.org/10.1108/13683040310477995.
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Pal, Subhabaha. "Customer Feedback Analysis using NLP." Indian Journal of Computer Science 6, no. 1 (February 28, 2021): 17. http://dx.doi.org/10.17010/ijcs/2021/v6/i1/158186.
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Jain, Dr Renu, and Dr Neena Mital. "ANALYZING CUSTOMER FEEDBACK FOR IMPROVED SERVICE QUALITY USING BINARY LOGISTICS REGRESSION MODEL." Administrative Development 'A Journal of HIPA, Shimla' 8, SI-1 (October 6, 2021): 183–98. http://dx.doi.org/10.53338/adhipa2021.v08.si01.11.
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Analyzing customer feedback and management of complaint processing mechanisms has become a necessity for every firm to gain a competitive edge in business. The data reveals a lot of information about the customer and helps understanding how to improve the service quality in the firm. This can also be taken as an external method of quality control of the product through customer feedback. The present study has conducted a primary survey to validate how much does the customers’ feedback helps in improving the quality of processes and the product thereby. This survey is predominantly carried out on different types of companies situated in NCR of Delhi. Through the analysis, an attempt was made to get a comprehensive score representing the aspect of market customer complaints in these companies.
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Bouchentouf, Amina Angelika, Abdelhak Guendouzi, and Abdeldjebbar Kandouci. "Performance and economic analysis of Markovian Bernoulli feedback queueing system with vacations, waiting server and impatient customers." Acta Universitatis Sapientiae, Mathematica 10, no. 2 (December 1, 2018): 218–41. http://dx.doi.org/10.2478/ausm-2018-0018.
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Abstract This paper concerns the analysis of a Markovian queueing system with Bernoulli feedback, single vacation, waiting server and impatient customers. We suppose that whenever the system is empty the sever waits for a random amount of time before he leaves for a vacation. Moreover, the customer’s impatience timer depends on the states of the server. If the customer’s service has not been completed before the impatience timer expires, the customer leaves the system, and via certain mechanism, impatient customer may be retained in the system. We obtain explicit expressions for the steady-state probabilities of the queueing model, using the probability generating function (PGF). Further, we obtain some important performance measures of the system and formulate a cost model. Finally, an extensive numerical study is illustrated.
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Boxma, Onno J., and Uri Yechiali. "An M/G/1 queue with multiple types of feedback and gated vacations." Journal of Applied Probability 34, no. 3 (September 1997): 773–84. http://dx.doi.org/10.2307/3215102.
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This paper considers a single-server queue with Poisson arrivals and multiple customer feedbacks. If the first service attempt of a newly arriving customer is not successful, he returns to the end of the queue for another service attempt, with a different service time distribution. He keeps trying in this manner (as an ‘old' customer) until his service is successful. The server operates according to the ‘gated vacation' strategy; when it returns from a vacation to find K (new and old) customers, it renders a single service attempt to each of them and takes another vacation, etc. We study the joint queue length process of new and old customers, as well as the waiting time distribution of customers. Some extensions are also discussed.
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Boxma, Onno J., and Uri Yechiali. "An M/G/1 queue with multiple types of feedback and gated vacations." Journal of Applied Probability 34, no. 03 (September 1997): 773–84. http://dx.doi.org/10.1017/s0021900200101421.
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This paper considers a single-server queue with Poisson arrivals and multiple customer feedbacks. If the first service attempt of a newly arriving customer is not successful, he returns to the end of the queue for another service attempt, with a different service time distribution. He keeps trying in this manner (as an ‘old' customer) until his service is successful. The server operates according to the ‘gated vacation' strategy; when it returns from a vacation to find K (new and old) customers, it renders a single service attempt to each of them and takes another vacation, etc. We study the joint queue length process of new and old customers, as well as the waiting time distribution of customers. Some extensions are also discussed.
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Gayathri, A., C. Nandhakumar, M. Gokulavani, and V. Santhamani. "Inferring User Goals Using Customer Feedback andAnalyzing Customer Behavior." International Journal of Computer Applications Technology and Research 3, no. 2 (February 10, 2013): 125–29. http://dx.doi.org/10.7753/ijcatr0302.1008.
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Abbassy, Mohamed M. "Opinion Mining for Arabic Customer Feedback Using Machine Learning." Journal of Advanced Research in Dynamical and Control Systems 12, SP3 (February 28, 2020): 209–17. http://dx.doi.org/10.5373/jardcs/v12sp3/20201255.
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Biswas, Biswajit, Manas Kumar Sanyal, and Tuhin Mukherjee. "Feedback Analysis for Digital Marketing in India." International Journal of Online Marketing 11, no. 1 (January 2021): 78–88. http://dx.doi.org/10.4018/ijom.2021010105.
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In the context of fastest growing Indian online market, the big players like Amazon.in, Flipkart.com, Snapdeal.com, etc. are in a competitive journey to expand their market share. This paper is an attempt in modelling customer feedback for the said e-market players. The paper uses feed forward neural networks with maximum two hidden layers and back propagation kind of supervised learning algorithm. The paper found satisfactory level of success and concludes usefulness of customer feedback for both customers (for purchase decision) and marketers (for product development) points of view. It is a footstep and opens a new research challenge for the post-COVID era of business.
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van Tonder, Estelle, Sam Fullerton, and Leon T. de Beer. "Cognitive and emotional factors contributing to green customer citizenship behaviours: a moderated mediation model." Journal of Consumer Marketing 37, no. 6 (June 25, 2020): 639–50. http://dx.doi.org/10.1108/jcm-06-2019-3268.
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Purpose This study aims to provide novel insight into cognitive and emotional factors contributing to green customer citizenship behaviours, as mediated by green attitudes in general and moderated by culture. Design/methodology/approach The investigation was guided by the “value attitude behaviour hierarchy” and green customer emotions, which served as a framework for understanding the mediating effect of attitude on the relationships between cognitive and emotional factors (green consumption values and emotional affinity towards nature) and customer citizenship advocacy and feedback behaviours. Data was obtained from respondents in the USA and South Korea. Multi-group confirmatory factor analysis, structural equation modelling, bootstrapping and Wald tests were performed to conclude on the model and verify the moderating effect of culture on the indirect effects established. Findings In both countries, green consumption values and emotional affinity towards nature positively influence green attitudes and stimulate feedback behaviour. Green attitudes only predict advocacy in the USA. Culture moderates the majority of the indirect effects examined. Research limitations/implications The model presents a novel approach to stimulate green advocacy and feedback behaviours and may aid firms in closing the “green gap” and co-create value with customers. Firms could profit from customers advocating the benefits of green purchasing to other customers and providing feedback on interventions required that will convince reluctant customers to make a purchase. Originality/value This study offers a multicultural perspective on the connection between a novel set of cognitive and emotional factors and green customer citizenship advocacy and feedback behaviours that may directly and indirectly influence green purchasing, value co-creation and closing of the “green gap”.
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Kipfelsberger, Petra, Dennis Herhausen, and Heike Bruch. "How and when customer feedback influences organizational health." Journal of Managerial Psychology 31, no. 2 (March 14, 2016): 624–40. http://dx.doi.org/10.1108/jmp-09-2014-0262.
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Purpose – The purpose of this paper is to explore how and when customers influence organizational climate and organizational health through their feedback. Based on affective events theory, the authors classify both positive and negative customer feedback (PCF and NCF) as affective work events. The authors expect that these events influence the positive affective climate of an organization and ultimately organizational health, and that the relationships are moderated by empowerment climate. Design/methodology/approach – Structural equation modeling was utilized to analyze survey data obtained from a sample of 178 board members, 80 HR representatives, and 10,953 employees from 80 independent organizations. Findings – The findings support the expected indirect effects. Furthermore, empowerment climate strengthened the impact of PCF on organizational health but does not affect the relationship between NCF and organizational health. Research limitations/implications – The cross-sectional design is a potential limitation of the study. Practical implications – Managers should be aware that customer feedback influences an organization’s emotional climate and organizational health. Based on the results organizations might actively disseminate PCF and establish an empowerment climate. With regard to NCF, managers might consider the potential affective and health-related consequences for employees and organizations. Social implications – Customers are able to contribute to an organization’s positive affective climate and to organizational health if they provide positive feedback to organizations. Originality/value – By providing first insights into the consequences of both PCF and NCF on organizational health, this study opens a new avenue for scientific inquiry of customer influences on employees at the organizational level.
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Guerrero, Sylvie, Denis Chênevert, Christian Vandenberghe, Michel Tremblay, and Ahmed Khalil Ben Ayed. "Employees’ psychological empowerment and performance: how customer feedback substitutes for leadership." Journal of Services Marketing 32, no. 7 (October 8, 2018): 868–79. http://dx.doi.org/10.1108/jsm-09-2017-0325.
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Purpose Relying on the theories of substitutes for leadership and psychological empowerment, this study aims to explore how perceptions of customer positive feedback can substitute for managers’ transformational leadership in driving frontline employees’ psychological empowerment and, in turn, task performance. Design/methodology/approach The authors tested the research hypotheses with frontline employees working in 17 equipment rental stores. Employees completed a questionnaire about customer positive feedback, transformational leadership and psychological empowerment, and supervisors completed a separate questionnaire about employees’ task performance. A total of 178 employee-supervisor dyads formed the final sample of the study. Findings The results provided support for our hypotheses. Psychological empowerment fully mediated the relationship between transformational leadership and task performance. Moreover, customer positive feedback moderated the indirect relationship between transformational leadership and task performance such that it was significant and positive only when customer feedback was low. Originality/value This paper contributes to the service marketing literature by showing that customer positive feedback can substitute for managers’ leadership in helping frontline employees feeling more in control of their work and psychologically empowered. Another useful contribution for practitioners is that customers may have a positive impact on frontline employees’ motivation state, which past research has little explored.
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Ashmore, Sondra, and Martine Wedlake. "Developing the Product Your Customer Really Wants." Information Resources Management Journal 29, no. 3 (July 2016): 1–11. http://dx.doi.org/10.4018/irmj.2016070101.
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The art of creating software has changed dramatically over the last twenty years, particularly as organizations move from a Waterfall to an Agile development methodology. This study explores the benefits to customers of moving away from traditional Waterfall usability approaches to an integrated development model incorporating elements of Agile, user-centered development, and extended stakeholder feedback from customer councils. Thirty-four customers, seven business partners, and four internal customers participated in a multi-year project where participants were given the option to share product requirements during the early phases of the project, actively engage in monthly project design feedback sessions, or both. Results show that active participation by the customer yields more of their requirements into the final project, especially the high priority requirements. The results suggest that an iterative approach, that is both self-directing and self-correcting, can help teams develop products that are beneficial for both the product and customer.
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Poister, Theodore H., Richard H. Harris, and Joseph Robinson. "Large-Scale Customer Feedback on a State Highway Maintenance Program." Public Works Management & Policy 2, no. 4 (April 1998): 294–305. http://dx.doi.org/10.1177/1087724x9800200403.
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Public works agencies are focusing increasingly on the concepts of quality and customer service in response to growing demands for accountability and improved performance. In an effort to gauge customers' satisfaction with the services they provide, state transportation departments are beginning to solicit feedback from their customers to complement more traditional performance measures. This article reports the findings of a large-scale survey of the principal customers of the Pennsylvania Department of Transportation's highway maintenance program. The sample size and the disproportionally stratified sampling strategy were aimed at providing reliable data for 67 individual county-level maintenance units. The results indicate widespread variation in motorists' ratings of road quality, which correlate moderately with more traditional engineering-oriented measures of road quality, but it is clear that they offer a different perspective on service quality, which transportation departments will have to learn more about if they are serious about improving customer satisfaction.
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Díaz, Mónica Méndez, and Clara Martín Duque. "Open Innovation through Customer Satisfaction: A Logit Model to Explain Customer Recommendations in the Hotel Sector." Journal of Open Innovation: Technology, Market, and Complexity 7, no. 3 (August 1, 2021): 180. http://dx.doi.org/10.3390/joitmc7030180.
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Open innovation allows the hotel industry to create platforms and channels for collaboration with its customers, which results in a better understanding of their tastes and demands. In the current environment, which is full of uncertainty, many companies have seen their profits decrease, and even the permanence of their businesses endangered due to the COVID-19 pandemic. In such an environment, it is even more necessary to take into account the customer’s opinion about the service received, since once the customer makes use of the hotel’s services, he/she will recommend the hotel to third parties if he/she is satisfied with it. Through customer satisfaction and subsequent recommendations, the hotel thus obtains new clients and retains old ones. This feedback from the client allows for understanding their priorities in order to jointly design a tailor-made service. It is for this reason that this research has been carried out to analyze the service attributes evaluated by customers. In order to achieve the proposed objectives, a survey instrument was used, as well as a longitudinal study procedure applying logistic regression over a period of one year. The descriptive results and the logistic regression show the level of customer satisfaction with the service and the importance given to each of the selected attributes. In this way, the research shows in which areas innovation strategies should be sought. Although the research offers a model composed of five attributes to measure satisfaction through recommendation with a probability of more than fifty percent, it is necessary to take into account the limitations of the current environment due to COVID-19 or the possibility of extending the multidimensionality of the model. It is necessary to continue to work through open innovation platforms to keep contact with the customer and to update the examined attributes in order to obtain customer satisfaction and feedback.
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Ganaie, Tawseef Ahmad, and Mushtaq Ahmad Bhat. "Switching Costs and Customer Loyalty: A Review of literature." International Journal of Management and Development Studies 10, no. 05 (May 31, 2021): 7–14. http://dx.doi.org/10.53983/ijmds.v10i05.369.
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Retaining customers in a competitive-value driven era is seen as a herculean task. Retaining customers for a longer time and reaping the benefit of customer lifetime value is seen as a major business activity that has a manifold influence on profitability, customer base, share of wallet, free word of mouth besides customer suggestions and feedback. In this direction, switching costs play an important role in influencing the customer loyalty. Switching cost acts as switching barrier which forces the customer to remain with the existing company and strengthens the customer-company longevity relationship. In view of the growing importance of switching costs and its influence on customer loyalty, this paper attempts to review switching costs and customer loyalty with a view to make switching costs barrier an effective tool to maintain a loyal customer base.
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Wirtz, Jochen, and Monica Tomlin. "Institutionalising customer‐driven learning through fully integrated customer feedback systems." Managing Service Quality: An International Journal 10, no. 4 (August 2000): 205–15. http://dx.doi.org/10.1108/09604520010341654.
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Fourie, L. E. "Categorizing South African SMEs according to customer relationship building practices." Corporate Ownership and Control 13, no. 1 (2015): 832–39. http://dx.doi.org/10.22495/cocv13i1c8p3.
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It is becoming increasingly important for small and medium enterprises (SMEs) to build relationships with their customers. Relationship building is supported by collecting up to date information on the customer, the service rendered and the satisfaction with the product. Recent previous literature on customer relationship management seem to focus on how technology can assist with relationship building but there is a gap in the knowledge as to how South African SMEs go about building relationships and collecting feedback from customers. Quantitative self-administered online survey was sent to small business owners that are registered with an official state institution for SME’s in South Africa. Based on the results SMEs can be categorised as average presumers, passive respectors ordo-it-all-right’ers based on how they build relationships and collect feedback from customers.
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Gong, Taeshik, and Jin Nam Choi. "Effects of task complexity on creative customer behavior." European Journal of Marketing 50, no. 5/6 (May 9, 2016): 1003–23. http://dx.doi.org/10.1108/ejm-04-2015-0205.
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Purpose Improving the creative performance of customers is critical to improving the competitive advantage of service firms. Customers that perform creatively and generate novel and useful ideas contribute to firm profitability by helping the firm save on costs and improve its services rather than merely relying on its employees. This paper aims to focus on creative customer behavior and examine its antecedents. Design/methodology/approach The analysis is based on a dyadic data set involving salespeople and their customers, collected over two periods across various industries in the context of business-to-business service deliveries. Findings Results indicate that customer task complexity affects creative customer behavior not through intrinsic motivation but through customer stress, and reveal that customer learning orientation and customer creative ability positively moderate these relationships. Originality/value Customers, salespeople and their managers should enrich the customers’ tasks with core job characteristics, in particular significance and feedback, and treat task stress as a positive, surmountable challenge that facilitates customer value creation. The results also indicate that to enhance creative customer behavior, managers should appreciate and develop customers’ learning orientation and creative ability, which in turn leads to increased sales performance and service quality.
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D, Dr Aradhana. "Customer Feedback System using Emotion Detection." International Journal for Research in Applied Science and Engineering Technology 8, no. 5 (May 31, 2020): 2898–901. http://dx.doi.org/10.22214/ijraset.2020.5486.
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Milner, Rebecca, and Adrian Furnham. "Measuring Customer Feedback, Response and Satisfaction." Psychology 08, no. 03 (2017): 350–62. http://dx.doi.org/10.4236/psych.2017.83021.
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Wallace, Linda K. "Customer feedback—how to get it." College & Research Libraries News 55, no. 2 (February 18, 2020): 64–67. http://dx.doi.org/10.5860/crln.55.2.64.
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Casale, Robin J., and Linda G. Shea. "Utility Benefits of Incorporating Customer Feedback." Proceedings of the Water Environment Federation 2010, no. 1 (January 1, 2010): 343–46. http://dx.doi.org/10.2175/193864710798285804.
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Johnson, C. Merle. "Customer Feedback to the Main Office." Journal of Organizational Behavior Management 7, no. 1-2 (September 30, 1985): 37–50. http://dx.doi.org/10.1300/j075v07n01_04.
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