Obtaining Customer Feedback: Experience of “Staffino” from the Managerial Point of View

Result code in IS VaVaI
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Result on the web
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DOI - Digital Object Identifier
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Result language
angličtina
Original language name
Obtaining Customer Feedback: Experience of “Staffino” from the Managerial Point of View
Original language description
Customer feedback is beneficial for business establishments because it is able to identify their weaknesses and strengths. This paper deals with Staffino: a specialized tool for obtaining customer feedback. The aim of the paper is to find out managers' experience of this tool. In order to do this, twenty-three interviews with managers were analysed with use of the qualitative approach in the form of content analysis. There were identified four main thematic scopes: (1) how Staffino helps in doing business in general, (2) Staffino as an opportunity to communicate with customers, (3) received feedback/evaluation as an impulse for improving business practices and (4) relation between staff and obtained feedback, especially in the context of remuneration.
Czech name
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Czech description
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Publication year
2016
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Article name in the collection
Vision 2020: Innovation Management, Development Sustainability, and Competitive Economic Growth; Proceedings of the 28th International Business Information Management Association Conference (IBIMA)
ISBN
9780986041983
ISSN
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e-ISSN
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Number of pages
14
Pages from-to
657-670
Publisher name
Internationa Business Information Management Association (IBIMA)
Place of publication
Seville, Španělsko
Event location
Seville, Španělsko
Event date
Nov 9, 2016
Type of event by nationality
WRD - Celosvětová akce
UT code for WoS article
000392785700067

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