E-Shops Research Papers - Academia.edu (original) (raw)

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... more

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.