Customer Feedback Research Papers - Academia.edu (original) (raw)

This study presents a data mining approach for modeling TripAdvisor score using 504 reviews published in 2015 for the 21 hotels located in the Strip, Las Vegas. Nineteen quantitative features characterizing the reviews, hotels and the users were prepared and used for feeding a support vector machine for modeling the score. The results achieved reveal the model demonstrated adequate predictive performance. Therefore, a sensitivity analysis was applied over the model for extracting useful knowledge translated into features' relevance for the score. The findings unveiled user features related to TripAdvisor membership experience play a key role in influencing the scores granted, clearly surpassing hotel features. Also, both seasonality and the day of the week were found to influence scores. Such knowledge may be helpful in directing efforts to answer online reviews in alignment with hotel strategies, by profiling the reviews according to the member and review date.

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- Data Mining, Las Vegas, Knowledge Extraction, Customer Feedback

The relationship between productivity and customer satisfaction is more complex. Service Quality and Productivity Management describes that the quality and productivity are twin paths in creating value for both customers and organizations. The relationships between service quality, productivity and profitability will also be examined in detail in this book. This book is the 12th book in the Winning in Service Markets series by services marketing expert Jochen Wirtz to cover the key aspects of services marketing and management based on sound academic evidence and knowledge.

This project report intends to exhibit the thorough customer feedback survey conducted for a span of 8 weeks at different locations of Gujarat on behalf of the client organization, i.e. TaeguTec India in order to provide them with a comprehensive report on the perception of customers about the products, services and overall performance of TaeguTec against the formers’ perceived importance.

- by Manzil Chakraborty
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- Customer Feedback

For every business organisation, customer feedback means a usable source for further development and improvement of its offer (in general for its business activities). The obtained feedback can have the character of an opinion, a suggestion, an evaluation, a comment or a complaint. This paper deals with customer feedback in B2C e-shops because e-shops have nowadays become more and more important in consumers' everyday lives. The aim is to identify how selective e-shops obtain customer feedback in a direct way (i.e. customers send his/her opinion directly to the particular e-shop). As a result, some schematic depictions are in this paper presented. These depictions can be used in business practice as inspiration for implementing methods that lead to obtaining customer feedback.

- by Petra Martíšková (formerly Petra Solarová)
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- Retail, E-Retailing, Retailing, E-Shops
- by Vinay Chande
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- Technology, Instructional Design, Mentoring, Recognition

Complexity surrounding the holistic nature of customer experience has made measuring customer perceptions of interactive
service experiences challenging. At the same time, advances in technology and changes in methods for collecting explicit customer
feedback are generating increasing volumes of unstructured textual data, making it difficult for managers to analyze and interpret
this information. Consequently, text mining, a method enabling automatic extraction of information from textual data, is gaining in
popularity. However, this method has performed below expectations in terms of depth of analysis of customer experience feedback
and accuracy. In this study, we advance linguistics-based text mining modeling to inform the process of developing an
improved framework. The proposed framework incorporates important elements of customer experience, service methodologies,
and theories such as cocreation processes, interactions, and context. This more holistic approach for analyzing feedback
facilitates a deeper analysis of customer feedback experiences, by encompassing three value creation elements: activities,
resources, and context (ARC). Empirical results show that the ARC framework facilitates the development of a text mining model
for analysis of customer textual feedback that enables companies to assess the impact of interactive service processes on customer
experiences. The proposed text mining model shows high accuracy levels and provides flexibility through training. As such,
it can evolve to account for changing contexts over time and be deployed across different (service) business domains; we term it
an ‘‘open learning’’ model. The ability to timely assess customer experience feedback represents a prerequisite for successful
cocreation processes in a service environment.

- by Thorsten Gruber and +3
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- Services Marketing and Management, Services' Marketing, Case Study Research, Text Mining

This paper deals with customer feedback given to e-shops by Czech B2C customers. There are three aims: (1) to find out whether respondents have already given their feedback to an e-shop, (2) to investigate the nature of given feedback (with emphasis on possible gender difference: men vs women), and (3) to ascertain the nature of a reply to customer feedback. In order to get relevant data, a quantitative approach was used and data were collected by means of questionnaires. Findings show more than one half of customer has given feedback to an e-shop. Their feedback can be described as rather positive, dealing with bought products and also with speed of delivery, trying to help to the e-shop and also to other customers. As for reply to customer feedback, it seems that the character of the obtained reply could influence the level of customer satisfaction. Some recommendations for e shops (e.g. managerial implications) were derived: to really send a reply (for a customer it is probably an indicator that feedback is taken seriously) and to formulate a reply more personally (to avoid general phrases).

- by Babis Theodoulidis
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- Text Mining, Value co-creation, Customer Feedback

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.

- by Thorsten Gruber and +1
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- Well-Being, Positive Organizational Behavior, Psychological Capital, Transformative Service Research

With the aim of enhancing their online reputation, several hospitality businesses have started soliciting their guests to write online reviews. Available studies have not yet evaluated the effects of this strategy. To fill this knowledge gap, this study draws on the Theory of Psychological Reactance and investigates guests' attitudinal and behavioral reactions to received solicitations. Evidence collected from a sample of Italian travelers indicates that soliciting reviews has both benefits and drawbacks: it increases the number of reviews for the business, but it also irritates a significant share of guests. Particularly high levels of irritation arise when a business explicitly asks its guests to write positive reviews. The implications of these findings for the reputation management strategy of hospitality businesses are discussed.

- by Fabio Cassia and +1
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- Information Systems, Management, Marketing, Information Technology

This study applies text mining to analyze customer reviews and automatically assign a collective restaurant star rating based on five predetermined aspects: ambiance, cost, food, hygiene, and service. The application provides a web and mobile crowd sourcing platform where users share dining experiences and get insights about the strengths and weaknesses of a restaurant through user contributed feedback. Text reviews are tokenized into sentences. Noun-adjective pairs are extracted from each sentence using Stanford Core NLP library and are associated to aspects based on the bag of associated words fed into the system. The sentiment weight of the adjectives is determined through AFINN library. An overall restaurant star rating is computed based on the individual aspect rating. Further, a word cloud is generated to provide visual display of the most frequently occurring terms in the reviews. The more feedbacks are added the more reflective the sentiment score to the restaurants' performance.

- by Mohamed Zaki
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- Marketing, Computer Science, Services Marketing and Management, Case Study Research

This study uses an organizational psychology lens to gain a fundamental understanding of how Agile Practices positively influence socio-psychological mechanisms that lead to a successful project. The theoretical framework of this study is based on a causal model of teamwork derived from innovation research with the major constructs of coordination capability and knowledge growth. We will investigate the impact of Agile Practices on these constructs through well-researched teamwork variables such as goal commitment and social support, and by the new constructs adaptivity and open communication. We will then determine the impact of these constructs on project performance. In addition, we will analyze the moderating effect of team autonomy on the relationship between coordination capability and project performance. The quantitative field study will be conducted in Nov 2008 and targets a sample size of 60 agile projects.

- by Chaehan So
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- Engineering, Communication, Social Support, Teamwork
- by Jamie Burton and +3
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- Text Mining, Value Creation, Customer Feedback
- by p b
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- Communication, Social Support, Teamwork, Customer Feedback

This paper studies how and to what extent social influence design principles can persuade people to participate in sharing their feedback. For this reason, a Twitter-based system was designed with persuasive software features of social influence at its core. The effects of recognition and competition features were tested in a pilot study in two computer rooms simultaneously. Their effects on the behavior of simulated airline travelers were compared. The main result of this study provides evidence of several positive effects, especially regarding the persuasive powers of recognition in a system’s design.

- by Agnis Stibe
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- Information Systems, Recognition, Social Media, Persuasive Uses of Technology
- by Francisco Villarroel and +1
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- Marketing, Services Marketing and Management, Case Study Research, Text Mining
- by Francisco Villarroel and +2
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- Text Mining, Value co-creation, Customer Feedback

Bibliographic Information published by the Deutsche Nationalbibliothek The Deutsche Nationalbibliothek lists this publication in the Deutsche Nationalbibliografie; detailed bibliographic data is available in the internet at... more

- by Wolfgang Scholl
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- Communication, Social Support, Teamwork, Sample Size
- by m zaki
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- Text Mining, Value Creation, Customer Feedback

The development of the Internet and mobile devices enabled the emergence of travel and hospitality review sites, leading to a large number of customer opinion posts. While such comments may influence future demand of the targeted hotels, they can also be used by hotel managers to improve customer experience. In this article, sentiment classification of an eco-hotel is assessed through a text mining approach using several different sources of customer reviews. The latent Dirichlet allocation modeling algorithm is applied to gather relevant topics that characterize a given hospitality issue by a sentiment. Several findings were unveiled including that hotel food generates ordinary positive sentiments, while hospitality generates both ordinary and strong positive feelings. Such results are valuable for hospitality management, validating the proposed approach.

- by Sérgio Moro
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- Text Mining, Hotel Management, Hotels, Customer Feedback
- by Francisco Villarroel
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- Text Mining, Value Creation, Customer Feedback