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Evaluation of the most frequented forms of customer feedback acquisition and analysis

  1. TitleEvaluation of the most frequented forms of customer feedback acquisition and analysis
    Author infoPavol Križo ... [et al.]
    Author Križo Pavol (25%)
    Co-authors Madzík Peter (25%)
    Vilgová Zuzana (25%)
    Sirotiaková Mária 1960- (25%) UMBEF09 - Inštitút manažérskych systémov (detašované pracovisko Poprad)
    Source document Knowledge Management in Organizations : communications in computer and information science : proceedings of 13th international conference KMO 2018, Žilina, August 6-10, 2018. S. 562-573. - Ham : Springer Verlag, 2018 ; Knowledge management in Organizations international conference KMO 2018
    Keywords customer feedback   formulars   didaktická technika - educational technology - didactic techniques   konkurencieschopnosť - competitiveness   manažérstvo kvality - manažment kvality - quality management  
    LanguageEnglish
    CountrySlovak Republic
    systematics 005
    Annotation© 2018, Springer Nature Switzerland AG. Knowing and analyzing customer requirements is a constant challenge in quality management. Organizations can use various forms to identify and analyze these requirements. The most commonly used tools include complaint analysis, observation of customer behavior, like/dislike questions, questions about feelings, general questionnaires, external and internal focus groups, attributive satisfaction measurement and statistical analysis. This paper aims to explore the extent to which these techniques are associated with the organization’s resultant success. The results are based on a survey and the data are processed by standard statistical procedures. Individual analyzes pointed out to the fact that in terms of the market situation there are four groups of organizations. One of them, named as “innovators”, uses mostly semi-open forms of customer feedback acquisition and analysis. The success of the organization is a relatively broad concept, and the ge
    Public work category AFD
    No. of Archival Copy43442
    Catal.org.BB301 - Univerzitná knižnica Univerzity Mateja Bela v Banskej Bystrici
    Databasexpca - PUBLIKAČNÁ ČINNOSŤ
Number of the records: 1  

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