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Relevant bibliographies by topics / Feedback of the customer

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Academic literature on the topic 'Feedback of the customer'

Author: Grafiati

Published: 5 June 2025

Last updated: 2 August 2025

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Journal articles on the topic "Feedback of the customer"

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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 (2000): 554. http://dx.doi.org/10.12968/nrec.2000.2.11.7676.

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Kim, Shinyoung, Sunmee Choi, and Rohit Verma. "Providing feedback to service customers." Journal of Service Management 28, no. 2 (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 f

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Ritva, Kosklin, Johanna Lammintakanen, and Tuula Kivinen. "Asiakaspalautetieto ja sen hyödyntäminen sairaalan johtamisessa." Hallinnon Tutkimus 39, no. 2 (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. C

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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 (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

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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 (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 questionna

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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 (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 (inc

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Ali, Ahmed Hassaan, and Jing Song. "The Impact of Perceived Procedural Justice on Dimensions of Customer Citizenship Behaviours: The Mediating Effect of Customer Perceived Support." Organizations and Markets in Emerging Economies 14, no. 3 (2023): 464–85. http://dx.doi.org/10.15388/omee.2023.14.1.

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The present study examines the influence of perceived procedural justice (PPJ) on four fundamental dimensions of customer citizenship behaviours (helping other customers, advocacy, customer tolerance, and feedback) and the mediating role of customer perceived support (CPS). Our research setting is the smartphone after-sales service sector in China. Structural equation modeling (SEM) using AMOS is employed to empirically test our hypotheses on the basis of survey data from 368 smartphonecustomers. We find that PPJ significantly contributes to the customer citizenship behaviours of helping other

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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 (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 relatio

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Anim-Wright, Koryoe, and Rhodalene Amartey. "The Effect of Customer Citizenship Behavior and Customer Entitlement." International Journal of Business and Management 19, no. 2 (2024): 129. http://dx.doi.org/10.5539/ijbm.v19n2p129.

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A pro-social behavior can increase an individual&rsquo;s sense of entitlement and influence the person to engage in unethical behavior. However, limited studies have investigated the impact of customer citizenship behavior on customer entitlement. The objective of this study is to examine the effect of customer citizenship behavior on customer entitlement. We decomposed customer citizenship behavior into four dimensions: advocacy, feedback, helping others, and tolerance. We collected data from customers of hospitality firms. There were 263 respondents. We administered a structured question

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Dissertations / Theses on the topic "Feedback of the customer"

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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 CI

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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 q

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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 nece

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

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Abstract The aim of the study was to evaluate the usefulness of customer satisfaction surveys and spontaneous customer feedback procedure in a university hospital laboratory. Questionnaires containing closed-ended statements and an open-ended question were used in the customer satisfaction surveys targeted at the clinical units of the university hospital and regional health centres. Customer feedback documents including the subject matters of the reports, the investigations carried out and the actions taken were analysed using qualitative content analysis. The highest dissatisfaction rates in

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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.<br>Includes bibliographical references (p. 86-88).<br>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

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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.<br>Thesis: S.M., Massachusetts Institute of Technology, Department of Mechanical Engineering, 2015. In conjunction with the Leaders for Global Operations Program at MIT.<br>Cataloged from PDF version of thesis.<br>Includes bibliographical references (pages 85-88).<br>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 iss

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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 cu

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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 f

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Books on the topic "Feedback of the customer"

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Brent (England). Arts & Libraries Department., ed. Customer feedback information pack. Brent Council, 1995.

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

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

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

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

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

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

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

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

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

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Book chapters on the topic "Feedback of the customer"

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

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

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Ackerman, Andrew. "Eating up Customer Feedback." In The Entrepreneur's Odyssey. Routledge, 2025. https://doi.org/10.4324/9781003542612-10.

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Singh, Sompal, and Ruchika Gupta. "Customer Feedback Analysis and Customer Complaint Management." In Clinical Laboratory Management. Springer Nature Switzerland, 2023. http://dx.doi.org/10.1007/978-3-031-46420-1_47.

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Clayton, Andy. "SMC 11 – Collecting Customer Feedback." In The Scale Model. Routledge, 2023. http://dx.doi.org/10.4324/9781003387558-20.

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

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Gupta, Varun. "Customer Feedback Acquisition Technologies for Fostering Innovation." In Innovation, Technology, and Knowledge Management. Springer International Publishing, 2022. http://dx.doi.org/10.1007/978-3-031-19741-3_6.

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

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Ilagan, Joseph Benjamin, Zachary Matthew Alabastro, Claire Louisse Basallo, and Jose Ramon Ilagan. "Exploratory Customer Discovery Through Simulation Using ChatGPT and Prompt Engineering." In Lecture Notes in Networks and Systems. Springer Nature Singapore, 2024. http://dx.doi.org/10.1007/978-981-97-4581-4_5.

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AbstractEntrepreneurship and the tech startup journey are complex, dynamic, risky, and uncertain. Risk-taking needs to consider the complexity and interconnection of different aspects of the entrepreneurial and startup context. A simulation is a model of an existing complex system and experimenting with the model to understand the whole system’s behavior. Computer simulations have been widely used to study complex environments such as entrepreneurship. Large language models (LLMs) such as ChatGPT, by nature of their training and design, are models of humans and likely possess latent social inf

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

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Conference papers on the topic "Feedback of the customer"

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Magar, Abhay, Bhakti Pithava, and Santosh Kumar Bharti. "Customer Feedback Analysis using Customer Sentiment from Reviews." In 2024 International Conference on Intelligent Computing and Emerging Communication Technologies (ICEC). IEEE, 2024. https://doi.org/10.1109/icec59683.2024.10837524.

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Cevik, Rabia, Ahmet Erkan Celik, and Akhan Akbulut. "Transformative Approaches to Customer Sentiment Analysis and Customer Feedback Scoring in CRM Platforms." In 2024 8th International Artificial Intelligence and Data Processing Symposium (IDAP). IEEE, 2024. http://dx.doi.org/10.1109/idap64064.2024.10710899.

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Weber, Lukas Jonathan, Krishnan Jothi Ramalingam, Chin Liu, Matthias Beyer, and Axel Zimmermann. "Leveraging Entity Recognition for Automotive Customer Feedback Topic Modeling." In 2024 6th International Conference on Natural Language Processing (ICNLP). IEEE, 2024. http://dx.doi.org/10.1109/icnlp60986.2024.10692404.

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Tucker, Brian, Matthew Ledbetter, Drew Waller, Matt Simpson, and Brandon Johnson. "Bell MissionLink - Customer-Centric HUMS Data Analysis Tool Development." In Vertical Flight Society 74th Annual Forum & Technology Display. The Vertical Flight Society, 2018. http://dx.doi.org/10.4050/f-0074-2018-12774.

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Rotorcraft OEM's are increasingly benefitting from the safety of health monitoring systems. At the same time, flight parameter analysis is improving operational and maintenance efficiency. Bell's latest development in health and usage monitoring system (HUMS) is called MissionLink® which presents flight data to customers and to Bell customer support and engineering personnel. MissionLink® was created using a customer-centric development process. MissionLink® supports a variety of aircraft and HUMS devices and is fully automated - from data upload to its web-based presentation. Analysis feature

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Ekawaty, Anita, Efa Ayu Nabila, Sheila Aulia Anjani, Untung Rahardja, and Selamat Zebua. "Utilizing Sentiment Analysis to Enhance Customer Feedback Systems in Banking." In 2024 12th International Conference on Cyber and IT Service Management (CITSM). IEEE, 2024. https://doi.org/10.1109/citsm64103.2024.10775629.

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P, Kumar, Senthil Pandi S, Hari Sainath C, and Hariharan M B. "Sentimental Analysis of E-Commerce Customer Feedback using BERT model." In 2025 4th OPJU International Technology Conference (OTCON) on Smart Computing for Innovation and Advancement in Industry 5.0. IEEE, 2025. https://doi.org/10.1109/otcon65728.2025.11070657.

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Molamphy, David, Brian Fitzgerald, and Kieran Conboy. "Customer Validation, Feedback and Collaboration in Large-Scale Continuous Software Development." In 2025 IEEE/ACM 47th International Conference on Software Engineering: Companion Proceedings (ICSE-Companion). IEEE, 2025. https://doi.org/10.1109/icse-companion66252.2025.00053.

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Al Jassim, Rasha S., Shqran Al Mansoory, and Ghadeer Zaid Said Al-Dhuhouri. "Strategic Insights from Customer Feedback: Study of Hotel Reviews Using Logistic Regression." In 2024 10th International Conference on Control, Decision and Information Technologies (CoDIT). IEEE, 2024. http://dx.doi.org/10.1109/codit62066.2024.10708401.

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Anggreainy, Maria Susan. "Implementation of Light Gradient Boosting Machine (LGBM) for Customer Services Feedback Classification." In 2024 5th International Conference on Artificial Intelligence and Data Sciences (AiDAS). IEEE, 2024. http://dx.doi.org/10.1109/aidas63860.2024.10730197.

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Krishna, J., A. Lakshmi Narayana, Shaik Mahammad Khaja Juber, Y. Mothilal Yadav, G. Siva Karthik, and V. Pavan Kumar. "Analyzing Customer Feedback on Amazon to Reveal Sentiment Trends using Machine Learning." In 2025 International Conference on Computer, Electrical & Communication Engineering (ICCECE). IEEE, 2025. https://doi.org/10.1109/iccece61355.2025.10941446.

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Reports on the topic "Feedback of the customer"

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

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Mannemala, Abishek Reddy. Categorizing Customer feedback using Machine Learning. Iowa State University, 2021. http://dx.doi.org/10.31274/cc-20240624-346.

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Hasanov, Fakhri, Heyran Aliyeva, Majed Almozaini, and Carlo Andrea Bollino. Extended KGEMM’s Emission Block With Carbon Pricing. King Abdullah Petroleum Studies and Research Center, 2024. http://dx.doi.org/10.30573/ks--2024-mp01.

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This methodological work develops a representation of carbon pricing through the KAPSARC Global Energy Macroeconometric Model (KGEMM). This representation makes two principal contributions in terms of model capabilities: establishing a feedback link from the emissions block to the energy block and connecting the emissions block to the fiscal block, as the government collects revenue from the carbon dioxide emitted by customers / sectors.

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Tabuga, Aubrey, Francis Mark Quimba, Madeleine Louise Baiño, Danika Astilla-Magoncia, Anna Rita Vargas, and Mark Gerald Ruiz. Competitiveness Assessment of the Philippine Retirement Authority’s Program in International Retirement Migration. Philippine Institute for Development Studies, 2024. http://dx.doi.org/10.62986/dp2024.11.

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The Philippines has introduced initiatives to attract retirement migrants, including visa and residence permit programs and various incentives. Central to these efforts is the Special Resident Retiree’s Visa (SRRV), managed by the Philippine Retirement Authority (PRA). The SRRV offers a nonimmigrant visa to foreign nationals and former Filipinos, allowing for indefinite stays and multiple entries. This paper, part of a three-part research series, aims to assess the competitiveness of PRA’s retirement program compared to neighboring countries, profile prospective retirees, and identify ways to

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

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This report summarizes the feedback received on the work of the NIST Cybersecurity for IoT program on device cybersecurity at a virtual workshop in July 2020. NISTIR 8259, Foundational Cybersecurity Activities for IoT Device Manufacturers and NISTIR 8259A, IoT Device Cybersecurity Capability Core Baseline provide general guidance on how manufacturers can understand and approach their role in supporting customers’ cybersecurity needs and goals. As discussed in those documents, specific sectors and use cases may require more specific guidance than what is included in NISTIR 8259A’s core baseline

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Kramer, Mitchell. BusinessObjects Customer Intelligence Customer Analytics 6.1. Patricia Seybold Group, 2004. http://dx.doi.org/10.1571/pr2-27-04cc.

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Marshak, Ronni. Customer Co-Design and Customer Scenario Mapping. Patricia Seybold Group, 2013. http://dx.doi.org/10.1571/me09-12-13cc.

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Gourio, Francois, and Leena Rudanko. Customer Capital. National Bureau of Economic Research, 2011. http://dx.doi.org/10.3386/w17191.

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Seybold, Patricia. Customer Portals: Central to Your Customer Experience Strategy. Patricia Seybold Group, 2005. http://dx.doi.org/10.1571/psgp1-27-05cc.

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Kopel, Irene. Unreasonable Customer Policy Stories from a Real Customer. Patricia Seybold Group, 2014. http://dx.doi.org/10.1571/wp11-20-14cc.

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