Digitally connected services: Improvements through customer-initiated feedback

Andrea Birch-Jensen, Ida Gremyr, Arni Halldorsson*

*Motsvarande författare för detta arbete

Forskningsoutput: TidskriftsbidragArtikelVetenskapligPeer review

2 Citeringar (Scopus)

Sammanfattning

A growing number of manufacturers advances their offerings by providing digitally connected services (DCS) that require companies to revisit quality improvements based on customer feedback. This paper explores how firms use customer-initiated feedback for quality improvement of DCS. DCS entail a human-to-digital interface that enables ongoing provider-customer interaction. Based on a case study of a manufacturer that offers DCS, we conclude that the scope of improvements extends into the use phase of services, and customer-initiated feedback is both codified and personalized. In particular, systematic use of customer-initiated feedback for improving DCS requires three distinct efforts. First, channeling aims to capture feedback provided by a large number of customers through various entries into the organization. Second, processing refers to utilizing this feedback within the organization for service improvements. Third, knowledge conversion seeks to turn learning from feedback into knowledge that is dealt effectively across various functions such as quality management and customer services. In addition, research should investigate further quality improvement and customer feedback of services that are digitally configured by customers themselves.
OriginalspråkEngelska
Referentgranskad vetenskaplig tidskriftEuropean Management Journal
Volym38
Utgåva5
Sidor (från-till)814-825
ISSN0263-2373
DOI
StatusPublicerad - 29.03.2020
MoE-publikationstypA1 Originalartikel i en vetenskaplig tidskrift

Nyckelord

  • 512 Företagsekonomi

Styrkeområden och områden med hög potential (AoS och AoHP)

  • AoHP: Humanitär och samhällslogistik

Fingeravtryck

Fördjupa i forskningsämnen för ”Digitally connected services: Improvements through customer-initiated feedback”. Tillsammans bildar de ett unikt fingeravtryck.

Citera det här