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Journal articles on the topic 'Feedback of the customer'

Author: Grafiati

Published: 5 June 2025

Last updated: 2 August 2025

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1

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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Caputa, Wiesława. "Social relations and environmental influence as a determinant of customer capital." Oeconomia Copernicana 6, no. 2 (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

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Dukare, Gangadhar D., Dr Pushpraj R. .Wagh, and Nirvighna H. Shivabhakt. "The Role of Logistics in B2b Business with Customer Satisfaction with Feedback Approach of Vendors." INTERNATIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 09, no. 07 (2025): 1–9. https://doi.org/10.55041/ijsrem51358.

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This study aims to investigate the logistics service quality (LSQ) from a supply chain quality perspective. The purpose is twofold to investigate how business customers perceive the LSQ dimensions in business-to-business (B2B) relationships, with a particular focus on the role of logistics service providers and to analyse the manner in which such dimensions, when combined, lead to high levels of customer satisfaction. Logistics plays a critical role in B2B businesses as it involves the management of the movement of goods and services from the supplier to the customer. The effectiveness and eff

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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 (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

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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 (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 understa

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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 (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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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 (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 custome

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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 (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 s

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Nguyen, Ha Thi Thu, Thao Phan Huong, Anh Le Thi Tram, and Thao Viet Tran. "Exploring Customer Feedback on Their Hotel Experiences in Vietnam." International Journal of E-Entrepreneurship and Innovation 13, no. 1 (2023): 1–17. http://dx.doi.org/10.4018/ijeei.330023.

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Over the past twenty years, customer experience has attracted the attention of researchers and business executives. For the hotel service industry, understanding customer experience becomes a necessity, as it is one of the top goals for hotel survival. With the development of e-commerce and the globalized hotel industry, customers are easily shared on online booking sites, making hotel managers work harder to design a good customer experience management plan. This chapter proposes an approach to analyzing data from customers' online reviews with their experiences to understand their emotional

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Muhammad Rafliansyah, Yulistia Yulistia, and Chriestina Chriestina. "Sistem Informasi Manajemen Hubungan Pelanggan pada PT Quinsha Trans Jaya." Bridge : Jurnal Publikasi Sistem Informasi dan Telekomunikasi 3, no. 2 (2025): 01–10. https://doi.org/10.62951/bridge.v3i2.396.

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Increasingly fierce business competition forces companies to look for innovations and strategies to maintain customer satisfaction and trust. PT Quinsha Trans Jaya, a tourism transportation services company, faced problems in providing service information and collecting customer feedback. To overcome this, a website-based customer relationship management system is needed. This system is expected to improve operational performance, facilitate purchases, and provide complete information to customers. The development of the system uses the Rational Unified Process (RUP) method and aims to help PT

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Obradović, Marina, Dušan Bogićević, Maja Glogovac, and Milica Maričić. "Conceptual Model for Exploring the Factors which Impact Reaching the Voice of Customers." Drustvena istrazivanja 31, no. 4 (2022): 597–617. http://dx.doi.org/10.5559/di.31.4.02.

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Since the voice of the customer (VoC) could be of core importance for an organisation's success, it is of high significance to identify the motivating and demotivating factors that influence the customers' intention to provide or not to provide feedback on service quality. This study aims to observe how awareness on the issue of providing feedback, personal beliefs on the impact of feedback, expectations from the company, and organisational culture impact the customers' decision to leave feedback. To explore the influence of the chosen factors an online survey was conducted and the Structural

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Karahan, Mehmet Ozan. "The Role of Perceived Value and Satisfaction in Shaping Customer Citizenship Behavior: Evidence from Turkey." International Review of Management and Marketing 14, no. 6 (2024): 9–18. http://dx.doi.org/10.32479/irmm.16895.

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Tourism and hospitality companies are now providing more opportunities for collaborative production and value utilization. This isn’t just to encourage customers to revisit and repurchase, but also to capitalize on customer citizenship behaviors, such as feedback, advocacy, helping other customers, and showing tolerance in situations where services might be less satisfactory in the future. Hence, this study investigates the effect of perceived value and satisfaction on customer citizenship behavior within the hospitality and tourism contexts in Turkey. The study also examines the mediating rol

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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 (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

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Nurazzah, Abd Rahman, Dahlia Idrus Seri, and Latiffah Adam Noor. "Classification of customer feedbacks using sentiment analysis towards mobile banking applications." International Journal of Artificial Intelligence (IJ-AI) 11, no. 4 (2022): 1579–87. https://doi.org/10.11591/ijai.v11.i4.pp1579-1587.

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Innovation and technology have subsequently transformed banking industry’s way of delivering products and services to their customer. Mobile banking is an effective way of performing transaction as it can be performed anywhere and anytime. The evolution of banking experience is important to fulfil customers’ need and demand especially in highly competitive banking industry. Through mobile banking application, customer can express their satisfaction and dissatisfaction directly on the application store platform. The fulfilment of customer’s satisfaction is important to avoid c

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Satwik, Mamidi. "Cross-Functional Team Collaboration for Custom Salesforce CRM Implementation." International Journal of Innovative Research in Engineering & Multidisciplinary Physical Sciences 9, no. 2 (2021): 1–6. https://doi.org/10.5281/zenodo.14122454.

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Implementation of a customer relationship management (CRM) system helps in taking proper actions to improve customer satisfaction and increase the overall efficiency of business operations by prioritizing solicited feedback of potential customers and employees of different departments. Additionally, CRM systems facilitate keeping indispensable information of the customers and revolutionize customer service by implementing effective strategies and interacting with the customers.

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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 (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 qualitat

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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 (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

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Oktophilus, Mikhael. "Customer Relationship Management, Sebuah Bentuk Komunikasi Perusahaan untuk Menjaga Kelestarian Pelanggan." Applied Business and Administration Journal 1, no. 2 (2022): 45–55. https://doi.org/10.62201/j2bj0v95.

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The complexity of customer needs or desires makes companies increasingly motivated to provide the best products/services by adjusting the characteristics of the customers themselves. The pattern of service to customers has shifted, which initially considered the customer as a buyer in a transactional relationship, now it has shifted slightly to a more positive one, namely that the customer is a long-term asset for the company's sustainability. With the implementation of Customer Relationship Management, companies have full awareness to build relationships with them, in order to streamline and

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Singhal, Priyank, Bulbul Chaudhary, and Vikas Singh. "Improving feedback analysis: Deep learning approach to college customer satisfaction assessments." Multidisciplinary Science Journal 5 (August 18, 2023): 2023ss0203. http://dx.doi.org/10.31893/multiscience.2023ss0203.

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Establishing consumers' views via text-based feedback in a questionnaire is crucial for organizations, include education, since it gives a summary of significant areas that help administrators plan, regulations, and decision making. Through surveys, academic organizations have gathered huge quantities of textual data all over the years. For the organization, it is still difficult to analyse the vast quantities of unstructured feedback from customers to understand their concerns and opinions generally. In this study, we propose deep learning (DL) based technique called topic modelling that util

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Rahman, Nurazzah Abd, Seri Dahlia Idrus, and Noor Latiffah Adam. "Classification of customer feedbacks using sentiment analysis towards mobile banking applications." IAES International Journal of Artificial Intelligence (IJ-AI) 11, no. 4 (2022): 1579. http://dx.doi.org/10.11591/ijai.v11.i4.pp1579-1587.

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Innovation and technology have subsequently transformed banking industry’s way of delivering products and services to their customer. Mobile banking is an effective way of performing transaction as it can be performed anywhere and anytime. The evolution of banking experience is important to fulfil customers’ need and demand especially in highly competitive banking industry. Through mobile banking application, customer can express their satisfaction and dissatisfaction directly on the application store platform. The fulfilment of customer’s satisfaction is important to avoid customer attrition.

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Melikov, Agassi, Sevinj Aliyeva, and Janos Sztrik. "Retrial Queues with Unreliable Servers and Delayed Feedback." Mathematics 9, no. 19 (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 cu

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Thanh Loan, Dao Thi, and Tran Anh Tuan. "Towards visual sentiment summary to understand customers’ satisfaction." Bulletin of Electrical Engineering and Informatics 13, no. 4 (2024): 2774–83. http://dx.doi.org/10.11591/eei.v13i4.7668.

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Due to the COVID-19 pandemic, the shopping behavior of customers has been significantly affected and is being shifted towards online shopping. Understanding the customers’ opinions, attitudes, and emotions in feedback and comments plays an essential role in making decisions for organizations and individuals (e.g., companies and customers). In this study, we propose sentiment summaries from the customer knowledgebase (SSoCK) framework that analyses customer feedback and improve a mechanism for sentiment summarization by using text analysis including sentiment analysis. In the experiments, vario

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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 (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

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Stancu, Adrian, and Mirela Panait. "Marketing Strategy Metamorphosis Under the Impact of Artificial Intelligence Services." Systems 13, no. 4 (2025): 227. https://doi.org/10.3390/systems13040227.

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Companies’ marketing decision-making effectiveness depends on the quality of actions and time. In the current digital era, any marketing decision making must be timely in response to customers’ feedback, and implementing artificial intelligence (AI) technology is one significant option. This paper focuses on designing an Algorithm for Marketing Strategy Decision Making (AMSDM) that employs AI services to process online feedback from customers regarding products and services from companies’ websites or other e-commerce and social media platforms. For this research, 1200 texts containing custome

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Mehta, Niyati, Minakshi Mane, Prathamesh Satpute, Aishwarya Mahale, and Shivshankar Bhutekar. "Sentiment Analysis for E-Commerce." International Journal for Research in Applied Science and Engineering Technology 11, no. 4 (2023): 2891–95. http://dx.doi.org/10.22214/ijraset.2023.50834.

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Abstract: The rise of e-commerce has brought about new challenges in understanding customers; needs and preferences. One of the ways to better understand customers is to analyse their feedback on products and services. Sentiment analysis is a powerful tool that can be used to gain insights into customers&; opinions and emotions towards products and services. The proposed project, "Happy Shopping" is an application that uses sentiment analysis to analyse customer feedback on products and services. The interface will display a summary of the most common sentiments expressed by customers for

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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 (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 hypothes

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Geetha H. "Exploring the Role of Customer Feedback in Shaping Innovation for High-Performance UPS Systems: Insights from Bengaluru." Journal of Information Systems Engineering and Management 10, no. 24s (2025): 435–51. https://doi.org/10.52783/jisem.v10i24s.3919.

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The study examines the role of customer feedback in shaping innovation for high-performance Uninterruptible Power Supply (UPS) systems in Bengaluru’s industrial landscape. A sequential exploratory mixed-method approach was employed, involving 300 UPS customers selected through stratified random sampling and 30 participants for Focus Group Discussions (FGDs). The survey instrument, developed based on FGD findings, achieved high reliability (Cronbach’s alpha = 0.87) and validity through expert review and pilot testing. Thematic analysis revealed challenges, such as fragmented feedback systems an

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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 (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 behaviour

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Mr.K.Sudheer Babu, Mr K. Sudheer Babu, and Ms M. Tejamalathi Ms.M.Tejamalathi. "A Study on Customer Relationship Management (Crm) Practices in Volkswagen Showroom with Reference to PPS Motors, Tirupati." International Journal of Advances in Engineering and Management 7, no. 5 (2025): 383–87. https://doi.org/10.35629/5252-0705383387.

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The research project titled "Customer Relationship Management Practices at Volkswagen" aims to analyze and evaluate the effectiveness of CRM strategies implemented by Volkswagen and their impact on customer satisfaction and loyalty. Data was collected using a structured questionnaire consisting of closed-ended questions, distributed among Volkswagen customers across various service touchpoints. The study explores how Volkswagen interacts with its customers, the personalization of communication, responsiveness, service reminders, feedback systems, and customer data handling. The primary objecti

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Pal, Subhabaha. "Customer Feedback Analysis using NLP." Indian Journal of Computer Science 6, no. 1 (2021): 17. http://dx.doi.org/10.17010/ijcs/2021/v6/i1/158186.

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Fundin, Anders P., and Bo L. S. Bergman. "Exploring the customer feedback process." Measuring Business Excellence 7, no. 2 (2003): 55–65. http://dx.doi.org/10.1108/13683040310477995.

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Datt, Jivat Singh. "SENTIMENT ANALYSIS USING CUSTOMER FEEDBACK." International Journal of Trendy Research in Engineering and Technology 07, no. 04 (2023): 09–13. http://dx.doi.org/10.54473/ijtret.2023.7402.

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This Sentiment analysis is one of the fastest spreading research areas in computer science, making it challenging to keep track of all the activities in the area. We present customer feedback reviews on products, where we utilize opinion mining, text mining and sentiments, which has affected the surrounded world by changing their opinion on a specific product. Data used in this study are online product reviews collected from Amazon.com. We performed a comparative sentiment analysis of retrieved reviews. This research paper provides you with sentimental analysis of various smart phone opinions

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J Rajeev, N. suresh, and T. Varalakshmi. "Sentiment Analysis About Customer Feedback." International Research Journal on Advanced Engineering and Management (IRJAEM) 2, no. 05 (2024): 1683–86. http://dx.doi.org/10.47392/irjaem.2024.0242.

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In today's digital era, the spread of electronic gadgets has given consumers with a collection of choices, leading to challenges in making informed purchasing decisions. Despite the plenty of customer feedback available across various online platforms, comprehensively analyzing this feedback to extract meaningful insights remains a difficult task. Additionally, consumer sentiments towards electronic gadgets have considerable influence over purchasing decisions and brand perception, necessitating a systematic analysis to better understand sentiment dynamics in this domain. This study aims to ad

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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 (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 complet

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H M, Naveen, Mansi I. M, Manasa K R, Neha K Y, and Meghana M N. "Employee Appreciation Based On Customer Satisfaction Using IBM Cognitive Services." International Journal for Research in Applied Science and Engineering Technology 10, no. 7 (2022): 4107–13. http://dx.doi.org/10.22214/ijraset.2022.45932.

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Abstract: The way we treat your employees is the way they treat your customers According to a recent article, creating an employee recognition culture can increase employee retention by up to 31%. Employee recognition is the process of showing appreciation for an employee’s achievements, actions, and contributions. In big companies (Amazon/Swiggy/Uber ) appreciation is given to the employees based on the customer feedback or satisfaction (chat process/ voice process). Analysing all the feedback of each customer towards an employee work manually is a tedious job. The main objective of this guid

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Kazia, Esmeralda, and Bledar Kazia. "Enhancing Customer Relationship Management through Sentiment Analysis and Social Media Data Mining." American Journal of Business and Operations Research 10, no. 1 (2023): 16–24. http://dx.doi.org/10.54216/ajbor.100102.

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Customer Relationship Management (CRM) is a crucial aspect of modern business that enables companies to maintain healthy relationships with their customers. In today's digital age, customers interact with companies through multiple channels, including social media, email, and phone. Therefore, analyzing customer feedback and sentiment has become increasingly important in understanding their needs and improving the overall customer experience. To this end, this work proposes a new system that applies deep learning for sentiment analysis in a way that improves the performance of CRM by analyzing

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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 (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 j

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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 (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 j

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Biswas, Biswajit, Manas Kumar Sanyal, and Tuhin Mukherjee. "AI-Based Sales Forecasting Model for Digital Marketing." International Journal of E-Business Research 19, no. 1 (2023): 1–14. http://dx.doi.org/10.4018/ijebr.317888.

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Sales prediction with minute accuracy plays a crucial role for an organization to sustain amidst the global competitive business environment. The use of artificial intelligence (AI) on top of the existing information technology environment has become one of the most exciting and promising area for any organizations in the current era of digital marketing. E-marketing provides customers to share their views with other customers. In this paper, the authors proposed a model which will be helpful to the digital marketers to find out the potential customers to extract value from customer feedback.

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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 (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

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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 (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, unde

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