Supporting Online Customer Feedback Management with Automatic Review Response Generation

Purpose The purpose of this paper is to identify features of online content that create engagement amongst consumers by exploring online customer feedback from the world’s leading tourist website (s). This paper also attempts to unveil the factors based on customer reviews, which will be vital for the tourism industry professionals to promote and position India’s tourist destinations. Design/methodology/approach This paper involves an analysis of customer feedback from TripAdvisor.com. The approach to research is exploratory and attempts to uncover critical factors arising out of rising visitor experience in the digital media sphere. Findings Key factors are nuanced around service quality of the destination image. Identified factors that need the attention of the policymakers, site management and service professionals at large are fairness of price, distractions/irritants and varied expectations of the international and national tourists. Practical implications The findings will have substantial implications for the policymakers, the site management and service professionals. Research outcomes are based on the analysis of real customer reviews hence makes this study vital for decision-makers as well as for academic researchers working in this area. Originality/value This study used the real tourist’s data from TripAdvisor.com. The customer’s postings on the website are those of verified visitors. This paper should help in developing a thoughtful discussion around positioning India as a preferred destination in the online arena aiming at future tourists.

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“How was Your Stay?”: Exploring the Use of Robots for Gathering Customer Feedback in the Hospitality Industry

2018 27th IEEE International Symposium on Robot and Human Interactive Communication (RO-MAN) ◽

10.1109/roman.2018.8525604 ◽

2018 ◽

Cited By ~ 1

Author(s):

Michael Jae-Yoon Chung ◽

Maya Cakmak

Keyword(s):

Hospitality Industry ◽

Customer Feedback

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Making a Difference and a Profit

Mechanical Engineering ◽

10.1115/1.2015-nov-2 ◽

2015 ◽

Vol 137 (11) ◽

pp. 38-43

Author(s):

Douglas L. Van Bossuyt

Keyword(s):

Product Development ◽

Design Process ◽

Developing World ◽

Iterative Approach ◽

Value Proposition ◽

Customer Feedback ◽

Development Cycle ◽

The Social ◽

Making A Difference ◽

Product Development Cycle

This article examines different approaches that could be applied / used by engineers for lean design. Lean design can let companies make a profit while satisfying customers in the developing world. In developing markets, difficulty in gathering the necessary data can lead to lengthy delays or broad assumptions in the product development cycle. The iterative approach of lean design stresses leveraging sales data, customer feedback, and distributor feedback to evaluate and refine the important metrics of value, growth, and impact of a particular product that could drive the design process and optimize the product. The experts also say that when designing products for the developing world, making money is not the only value proposition. Engineers must keep ethics in mind. Engineers must also understand the social and health consequences of introducing products into the marketplace and ensure that any product does not adversely impact the customer or community. Products must be designed that have broad enough appeal to drive a sustainable market for the company.

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Exploration of Customer Compliant Behavior toward Asain Full-Service Restaurants

International Journal of Marketing Studies ◽

10.5539/ijms.v8n2p46 ◽

2016 ◽

Vol 8 (2) ◽

pp. 46 ◽

Cited By ~ 1

Author(s):

Grace Suk Ha Chan ◽

Anna Chun-Hsuan Hsiao ◽

Ada Lai Yung Lee

Keyword(s):

Hong Kong ◽

Service Failure ◽

Qualitative Approach ◽

Customer Feedback ◽

Compliant Behavior ◽

Depth Interview ◽

Service Productivity ◽

Fair Compensation ◽

Complaint Behavior ◽

First Time

<p>The first law of service productivity and quality in restaurants is doing it right the first time. In today’s highly competitive environment, restaurants should acquire feedback from their customers to improve further the products and services they offer. One means to obtain customer feedback is to encourage and facilitate the complaint process. In response to an unhappy service, customers either speak with the management, their friends or do nothing, and they may also expect fair compensation whenever service failure occurs. This study aimed to investigate the complaint behavior of Hong Kong customers toward Asian full-service restaurants. A qualitative approach was adopted with a sample of 30 respondents who often dine in Asian full-service restaurants. Semi-structured questions were asked through an in-depth interview. Based on the results, the reasons for the complaints and complaint behavior of Hong Kong customers were identified, and recommendations were made to provide insights for industrial practitioners.</p>

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Monitoring and analyzing customer feedback through social media platforms for identifying and remedying customer problems

Proceedings of the 2013 IEEE/ACM International Conference on Advances in Social Networks Analysis and Mining - ASONAM '13 ◽

10.1145/2492517.2500287 ◽

2013 ◽

Cited By ~ 5

Author(s):

Sumit Bhatia ◽

Jingxuan Li ◽

Wei Peng ◽

Tong Sun

Keyword(s):

Social Media ◽

Customer Feedback ◽

Social Media Platforms

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The Relationship between Damages in Road Pavement and Customer Feedback

Life-Cycle of Engineering Systems ◽

10.1201/9781315375175-204 ◽

2016 ◽

pp. 1580-1585 ◽

Cited By ~ 1

Author(s):

Kiwako Takahashi ◽

Sadao Kimura ◽

Mamoru Moriyama

Keyword(s):

Customer Feedback ◽

Road Pavement ◽

The Relationship

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A customer feedback platform for vehicle manufacturing in Industry 4.0

2018 IEEE Symposium on Computers and Communications (ISCC) ◽

10.1109/iscc.2018.8538554 ◽

2018 ◽

Cited By ~ 2

Author(s):

Marianne B. Diniz da Silva ◽

Elton Vieira ◽

Ivanovitch Silva ◽

Diego Silva ◽

Paolo Ferrari ◽

...

Keyword(s):

Industry 4.0 ◽

Customer Feedback

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Exploration of Customer Complaint Behaviors Toward Macau Low-cost Carriers

International Business Research ◽

10.5539/ibr.v10n9p73 ◽

2017 ◽

Vol 10 (9) ◽

pp. 73 ◽

Cited By ~ 1

Author(s):

Yang Li ◽

Grace Suk Ha Chan ◽

Irini Lai Fun Tang

Keyword(s):

Low Cost ◽

Business Environment ◽

Positive Word ◽

Customer Feedback ◽

Customer Complaint ◽

Depth Interview ◽

Low Cost Carriers ◽

Good Reputation ◽

Complaint Behavior ◽

Positive Word Of Mouth

In 2015, the number of complaints against airlines in Macau increased considerably. In today’s keen competitive business environment, maintaining a good reputation and positive word-of-mouth within the industry is essential to increase competitiveness. Hence, Macau low-cost carriers should gather more customer feedback to improve their product and service quality. Macau passengers would speak to the management, their friends and family, and media and even choose boycott the companies when they feel dissatisfied with their travel experiences. The present study aimed to investigate the behavior of passengers in Macau toward low-cost carriers. A qualitative approach was adopted using a sample of 20 respondents who had previously submitted complaints to low-cost carriers. Semi-structured questions were asked in the in-depth interview. The results demonstrated the rationale behind the complaints. Perception of complaint behavior of Macau low-cost carriers’ passengers was discovered. Recommendations were proposed to provide insights for industrial practitioners.

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