scholarly journals Use of Social Feedback to Improve Product and Service Quality

2020 ◽  
Vol 8 (6) ◽  
pp. 2450-2454
Keyword(s):  
Service Quality ◽  
User Generated Content ◽  
Product Reviews ◽  
Quality Improvements ◽  
Social Feedback ◽  
Product Usage ◽  
Development Teams ◽  
The Social ◽  
Consumer Experiences ◽  
Social Comments

The social media reviews are a source of customer experiences based on Product usage (the best and the worst) with details. This vast user generated content of product reviews are a source to derive meaningful insights. The existing literature review concludes that user generated content from social sites appeal and when innovative solutions applied help product initiatives effectively. This research focus on the use of online social feedback including reviews and opinions for product initiatives especially on consumer items like apparels, kitchen appliances, home appliances and electronic products and its supported services. This helps product teams understand the potential available for product enhancements and quality improvements through customer experiences, which help brands to differentiate amongst competitors, dynamic environmental forces, global purchase power, etc. The study identified industries using sampling techniques and respondents were from product development teams where social feedback like reviews, opinions and suggestions are valued and analyzed to address product users. The instrument-based responses were analyzed using SPSS to support the study objectives. The findings from the analysis reveal that the social comments add significant value by contributing to product initiatives and product quality improvements. Additionally, based on consumer experiences, add value to service quality improvements, which enables for competitive advantage.

Let It Go

2017 ◽  
pp. 1106-1129 ◽  
Author(s):  
Matteo Montecchi ◽  
Karinna Nobbs
Keyword(s):  
Social Media ◽  
User Generated Content ◽  
Product Reviews ◽  
Fashion Industry ◽  
Structured Interviews ◽  
Product Usage ◽  
Strategic Approach ◽  
New Generation ◽  
The Relationship

The various digital interactions and contributions, which can be grouped under the umbrella term User Generated Content (UGC), can take the form of product reviews, blogs, demonstration of product usage or even “homemade advertising” (Berthon, Pitt, & Campbell, 2008; Fader & Winer, 2012). While current studies on UGC have mainly focused on the motivations that drive consumers to engage and contribute in various forms online, this research aims to explore how are organisations operating within the fashion industry are listening to, and taking advantage of, the various consumers contributions defined as UGC in order to innovate and create value for customers and other stakeholders. The findings of the semi-structured interviews conducted show that managers are still struggling in balancing the level of control and in managing a new generation of empowered consumers (Pires, Stanton, & Rita, 2006). Social media and UGC call for a more strategic approach by organisations wishing to succeed. The relationship between UGC and co-innovation was also identified.

Let It Go

2017 ◽  
pp. 294-317 ◽  
Author(s):  
Matteo Montecchi ◽  
Karinna Nobbs
Keyword(s):  
Social Media ◽  
User Generated Content ◽  
Product Reviews ◽  
Fashion Industry ◽  
Structured Interviews ◽  
Product Usage ◽  
Strategic Approach ◽  
New Generation ◽  
The Relationship

The various digital interactions and contributions, which can be grouped under the umbrella term User Generated Content (UGC), can take the form of product reviews, blogs, demonstration of product usage or even “homemade advertising” (Berthon, Pitt, & Campbell, 2008; Fader & Winer, 2012). While current studies on UGC have mainly focused on the motivations that drive consumers to engage and contribute in various forms online, this research aims to explore how are organisations operating within the fashion industry are listening to, and taking advantage of, the various consumers contributions defined as UGC in order to innovate and create value for customers and other stakeholders. The findings of the semi-structured interviews conducted show that managers are still struggling in balancing the level of control and in managing a new generation of empowered consumers (Pires, Stanton, & Rita, 2006). Social media and UGC call for a more strategic approach by organisations wishing to succeed. The relationship between UGC and co-innovation was also identified.

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Service ◽  
General Level ◽  
Customer Focus ◽  
Quality Improvements ◽  
Level Of Satisfaction

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer.        Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive.           Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered

scholarly journals The Role of TQMk in Increasing the Effectiveness of E-Marketing within the Jordanian Telecommunication Sector

2021 ◽  
Vol 16 (5) ◽  
pp. 1353-1368
Author(s):  
Mohammad Fahmi Al-Zyoud ◽  
Lu’ay Al-Mu’ani ◽  
Malek Alsoud ◽  
Anas Alsoud
Keyword(s):  
Service Quality ◽  
Market Orientation ◽  
Project Managers ◽  
Influential Factor ◽  
Total Quality ◽  
Telecommunication Sector ◽  
The Social ◽  
Electronic Marketing ◽  
Effectiveness And Efficiency

The current study focused on examining the role of TQMk (Total Quality Marketing) in increasing the effectiveness of e-marketing within Jordanian telecommunication sector; TQMk included variables of service quality, market orientation and the customer-focused approach. A quantitative approach was adopted through utilizing a questionnaire, which was distributed to 18 marketing and project managers within Jordanian telecommunication organizations (Zain, Umniah and Orange). Results of the study indicated that TQMk can have an influence in increasing the effectiveness and efficiency of e-marketing solutions within the organization and mainly within the social marketing and electronic marketing departments, through developing the variable of the customer-focused approach, which has the deepest influence on e-marketing approach’s effectiveness; it was followed by an influence of service quality, and the least influential factor was market orientation. The study recommended focusing on clients within the targeted markets through different aspects, including price, new products acceptance, customer behavior and purchase decision motivators.

P251 Mind the social feedback: Effects of tDCS applied to the left DLPFC on psychophysiological responses during the anticipation and reception of social evaluations

2020 ◽  
Vol 131 (4) ◽  
pp. e158-e159
Author(s):  
J. Allaert ◽  
R. De Raedt ◽  
A. Sanchez-Lopez ◽  
C. Baeken ◽  
M.A. Vanderhasselt ◽  
...  
Keyword(s):  
Social Feedback ◽  
Feedback Effects ◽  
Psychophysiological Responses ◽  
Left Dlpfc ◽  
The Social

scholarly journals Text analysis on health product reviews using r approach

2020 ◽  
Vol 18 (3) ◽  
pp. 1303
Author(s):  
Nasibah Husna Mohd Kadir ◽  
Sharifah Aliman
Keyword(s):  
Language Processing ◽  
Text Summarization ◽  
Unstructured Data ◽  
Product Reviews ◽  
Health Product ◽  
Text Analytics ◽  
Data Set ◽  
Web Based ◽  
The Social ◽  
Key Techniques

In the social media, product reviews contain of text, emoticon, numbers and symbols that hard to identify the text summarization. Text analytics is one of the key techniques in exploring the unstructured data. The purpose of this study is solving the unstructured data by sort and summarizes the review data through a Web-Based Text Analytics using R approach. According to the comparative table between studies in Natural Language Processing (NLP) features, it was observed that Web-Based Text Analytics using R approach can analyze the unstructured data by using the data processing package in R. It combines all the NLP features in the menu part of the text analytics process in steps and it is labeled to make it easier for users to view all the text summarization. This study uses health product review from Shaklee as the data set. The proposed approach shows the acceptable performance in terms of system features execution compared with the baseline model system.

A quality system’s impact on the service experience

2017 ◽  
Vol 37 (12) ◽  
pp. 1817-1839 ◽  
Author(s):  
Jeffery Smith ◽  
Sidney Anderson ◽  
Gavin Fox
Keyword(s):  
Service Quality ◽  
Social Systems ◽  
Theory And Practice ◽  
Service Experience ◽  
Content Type ◽  
Proposed Model ◽  
The Social ◽  
Two Samples ◽  
The Impact ◽  
Integrated Service

Purpose The purpose of this paper is to examine the interplay between technical and social systems within an organization that potentially affect the service experience, as perceived by end customers. Design/methodology/approach The paper explores the potential impact of an integrated service quality system on the service experience. A conceptual model is presented, accompanied by a detailed development of the hypotheses. Two samples (Study 1: n=474, Study 2: n=225) of consumers are used to empirically test the proposed model. Findings The analysis reveals the impact a technical system has on employees’ inherent abilities (i.e. the social system), which, in turn, affect the overall assessment by customers. Additionally, the situation in which an employee works (i.e. operating environmental conditions) results in differences in the model. Research limitations/implications This paper’s main implication is this paper employs established theory to develop a model that is empirically tested to show that implementing and maintaining a quality-oriented service system can positively influence the overall customer experience. The limitations are based primarily on the methodology in which individual employees assessed all aspects of both the social and technical systems. Practical implications Managers should be diligent in their design and implementation of the quality components as these affect the work setting in which employees operate. Originality/value Prior research has neither explored an integrated service quality system’s impact on the service experience nor employed an established theoretical framework. This work accomplishes both with the results providing contributions to both theory and practice.

Utopia, Labor, and Informational Capitalism

2015 ◽  
pp. 49-68
Author(s):  
Marco Briziarelli
Keyword(s):  
Social Media ◽  
Social Change ◽  
Social Relations ◽  
Social Contexts ◽  
User Generated Content ◽  
Economic Approach ◽  
Informational Capitalism ◽  
The Social ◽  
Liberal Ideology ◽  
Political Economic

Through the lens of a political economic approach, I consider the question whether or not social media can promote social change. I claim that whereas media have consistently channeled technological utopia/dystopia, thus be constantly linked to aspirations and fear of social change, the answer to that question does not depend on their specific nature but on historically specific social relations in which media operate. In the case here considered, it requires examining the social relations re-producing and produced by informational capitalism. More specifically, I examine how the productive relations that support user generated content practices of Facebook users affect social media in their capability to reproduce and transform existing social contexts. Drawing on Fuchs and Sevignani's (2013) distinction between “work” and “labor” I claim that social media reflect the ambivalent nature of current capitalist mode of production: a contest in which exploitative/emancipatory as well as reproductive/transformative aspects are articulated by liberal ideology.

“Popularity Effect” in User-Generated Content: Evidence from Online Product Reviews

2014 ◽  
Vol 25 (2) ◽  
pp. 222-238 ◽  
Author(s):  
Paulo B. Goes ◽  
Mingfeng Lin ◽  
Ching-man Au Yeung
Keyword(s):  
User Generated Content ◽  
Product Reviews ◽  
Online Product Reviews

Exploring backpackers’ perceptions of the hostel service quality

2015 ◽  
Vol 27 (8) ◽  
pp. 1839-1855 ◽  
Author(s):  
Ana Brochado ◽  
Paulo Rita ◽  
Carlos Gameiro
Keyword(s):  
Service Quality ◽  
Web Sites ◽  
Quantitative Research ◽  
Hotel Industry ◽  
Online Reviews ◽  
Content Type ◽  
The Social ◽  
Mixed Approach ◽  
Depth Interviews

Purpose – The aim of this paper is to contribute to the understanding of backpackers’s evaluation of service quality provided by hostels by developing a battery of items to assess perceptions of the overall hostel experience. Design/methodology/approach – Scale development took a mixed approach that combines qualitative and quantitative research. First, the authors performed a content analysis of reviews provided by guests in hostel booking web sites, in-depth interviews with hostel managers and focus groups with guests, to develop a battery of items to assess the hostel experience from the guests’ perspective. Then, a quantitative survey (n = 222) was conducted, to explore the dimensionality of service quality in this sector. Lisbon hostels are the target of this study, as they received several awards based on the online reviews of backpackers. Findings – The results revealed that service quality is a multidimensional concept and includes six dimensions, namely, social atmosphere, location and city connection, staff, cleanliness, security and facilities. Regression results revealed that the social atmosphere appears to be a core service dimension crucial to create a sense of hostel guest’s overall quality. Originality/value – The findings suggest that service quality scales should incorporate the specific characteristics of the hotel industry. The quality of the staff and the social atmosphere are of utmost importance to enhance the hostel backpacker experience.

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