Langattomat asiakaspalautepäätteet : HOK-Elannon ravintolassa Stone's

Opinnäytetyö käsittelee langatonta asiakaspalautepäätettä ja sen käytettävyyttä HOK-Elannon ravintolassa Stone’s. Teoriapohjana on asiakaspalaute ja asiakaspalautteen merkitys yritykselle. Käsittelyvaiheessa keskitytään asiakaspalautteeseen ylipäätään Stone’sissa sekä erilaisiin asiakaspalauteväyliin, pääpainona asiakaspalautepääte. Työn myötä selvisi, että asiakaspalaute on yritykselle tärkeää, mutta Stone’sin tapauksessa kyseinen asiakaspalautepääte ei ole optimaalinen ratkaisu. Yrityksen muut palautekanavat, suullinen palaute suoraan asiakkaalta sekä internetsivuilta löytyvä palautekaavake ovat suositumpia palautekeinoja.This Bachelor’s thesis concentrated on a wireless customer feedback pads and its their usability in HOK-Elanto restaurant Stone’s. Customer feedback and the importance of feedback for a company were used as the theoretical basis for the study. The thesis concentrated on customer feedback in general in Stone’s and on different ways of collecting customer feedback, the main focus being on the customer feedback pad. As a result of this thesis, it was found out that customer feedback is important for a company, but in the case of Stone’s, the customer feedback pad is not the optimal solution. The other ways of giving feedback to the company, oral feedback and a form on the company website, are more popular ways of giving feedback

Exploring the impact of customer feedback on the well-being of service entities - a TSR perspective

Purpose – Adopting the transformative service research (TSR) perspective, the purpose of this paper is to investigate the impact of positive customer feedback on the well-being of front-line employees, companies, and society. Using a multidisciplinary approach, the overlooked area of “positive feedback” is explored resulting in the development of the “Positive Feedback Model” (PFM). The study also compares managers’ and employees’ perceptions of positive customer feedback. Design/methodology/approach – Two exploratory qualitative studies were conducted: Study 1 consisted of 22 semi-structured interviews with managers working in the service industry and Study 2 consisted of seven focus groups with front-line service employees. The extensive literature review and the results of these two studies contributed to the development of the PFM. Findings – Positive customer feedback is an overlooked area of service research which offers potential for improving the well-being of the service entities. Front-line employees are the main recipients and topics of positive customer feedback. The developed PFM describes various forms, channels, and times of administration of positive customer feedback and its multitude of impacts on the well-being of service entities. Research limitations/implications – This study contributes to the literature on TSR and customer feedback management. The developed model presents possible positive feedback categories, their various outcomes and the outcomes for the concerned parties involved. By developing PFM and encouraging a multidisciplinary approach combined with advanced research methodologies, the researchers propose an agenda for further research insights within the TSR and customer feedback areas. The comparison of the managers’ and employees’ perceptions of positive customer feedback presents novel managerial implications and directions for future research. Originality/value – This study is the first to explore customer feedback from a TSR perspective. It examines the overlooked area of positive customer feedback. The well-being of service entities is prioritized as services have been extensively criticized for ignoring human well-being

Communication and Procedural Models of the E-commerce Systems

E-commerce systems became a standard interface between sellers (or suppliers) and customers. One of basic condition of an e-commerce system to be efficient is correct definitions and describes of the all internal and external processes. All is targeted the customers´ needs and requirements. The optimal and most exact way how to obtain and find optimal solution of e-commerce system and its processes structure in companies is the modeling and simulation. In this article author shows basic model of communication between customers and sellers in connection with the customer feedback and procedural models of e-commerce systems in terms of e-shops. Procedural model was made with the aid of definition of SOA.E-commerce, decision-making processes, customer requirements, customer feedback, e-commerce processes, CRM, models.

Supporting Online Customer Feedback Management with Automatic Review Response Generation

The growing amount of online reviews plays a significant role in a business' image and performance. Businesses in the hospitality industry often lack necessary resources to organize and manage online customer feedback and are therefore likely to search for alternative ways to handle this. AI-based technologies may offer valuable solutions. However, there is currently little research on if and how AI solutions may support the process of responding to online customer feedback in the hospitality industry. This paper presents and evaluates a concept for assisting customer feedback management with automatically generated responses to online reviews. Our solution contributes to ongoing investigations into text generation applications for supporting human authors and also proposes new approaches and potential business models for managing online customer feedback

Customer Feedback Information System for Quality Improvement

This research addressed the basic needs for an effective customer feedback information system and the database technology to develop the system. It discussed the system concept and configuration of a typical customer feedback information system, database management technology, programming flow charts, program functions and capabilities. A proposed customer feedback information system consists of customer data inputs, database management system and outputs to various departments in an organization. With a user-friendly interface, database management system serves as an information management tool. It can process the feedback from customers and use the information in decision making. Thus, customer feedback can be promptly and effectively used to make corrective actions by manufacturing and service departments. The idea of continuous improvement can be effectively carried out to meet and exceed customers\u27 satisfactions and expectations

Customer Feedback Information System for Quality Improvement

This research addressed the basic needs for an effective customer feedback information system and the database technology to develop the system. It discussed the system concept and configuration of a typical customer feedback information system, database management technology, programming flow charts, program functions and capabilities. A proposed customer feedback information system consists of customer data inputs, database management system and outputs to various departments in an organization. With a user-friendly interface, database management system serves as an information management tool. It can process the feedback from customers and use the information in decision making. Thus, customer feedback can be promptly and effectively used to make corrective actions by manufacturing and service departments. The idea of continuous improvement can be effectively carried out to meet and exceed customers\u27 satisfactions and expectations

Customer Feedback Analysis using Collocations

Today’s ERP and CRM systems provide companies with nearly unlimited possibilities for collecting data concerning theircustomers. More and more of these data are more or less unstructured textual data. A good example of this type of data iscustomer feedback, which can potentially be used to improve customer satisfaction.However, merely getting an overview of what lies in an unstructured mass of text is an extremely challenging task. This isthe topic of the field of computational linguistics. Collocation analysis, one of the tools emerging from this field, is a tooldeveloped for this task in particular. In this paper, we use the collocation analysis to study a text corpora consisting of 64,806pieces of customer feedback collected through a case company’s online customer portal. Collocation analysis is shown to bea very useful tool for exploratory analysis of highly unstructured customer feedback

Turning Customer Feedback into Commitment

A growing number of firms are investing in being on the cutting edge of customer connections. However, when retailers continually promote customer feedback, it can be a huge weakness if there’s not a unique and involved communication channel with desirable customer benefits. Therefore, the purpose of this study is to examine the effects of customer product involvement on satisfaction, emotional connectivity, brand loyalty and word-of-mouth behavior. The major findings of this study are that customer product involvement has a strong positive relationship to a customer’s satisfaction and emotional connectivity, and brand loyalty, through customer product involvement, significantly influences a customer’s word-of-mouth behavior. The participant’s responses supported all hypotheses within data analysis. Secondary findings suggest that shoppers who purchase and browse many times per year are more likely to becoming involved in the CPI process