Stimulation of customer feedback in B2C e-shops

Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F75081431%3A_____%2F17%3A00001322" target="_blank" >RIV/75081431:_____/17:00001322 - isvavai.cz</a>
Result on the web
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DOI - Digital Object Identifier
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Result language
angličtina
Original language name
Stimulation of customer feedback in B2C e-shops
Original language description
This paper focuses on customer feedback in B2C e-shops and tries to identify which ways for giving customer feedback are attractive for customers, which obstacles are perceived when customers consider giving their feedback and which stimuli boost giving customer feedback. A method of an electronic questionnaire was used – totally 322 completed questionnaires were further processed. The findings show that the most attractive ways for obtaining customer feedback are electronic questionnaires as a part of e-mail messages and contact form on the website whereas the least attractive way is via Skype. Further, two biggest barriers were perceived: feeling that giving customer feedback is useless and necessity to spend disproportionate amount of time. Finally, the presented findings show that the most important stimulus for giving customer feedback has a form of the opportunity to have a look at the real versions of feedback, provided by other customers.
Czech name
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Czech description
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Publication year
2017
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Article name in the collection
Education Excellence and Innovation Management trough Vision 2020: From Regional Development Sustainability to Global Economic Growth; Proceedings of the 29th International Business Information Management Association Conference
ISBN
9780986041976
ISSN
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e-ISSN
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Number of pages
15
Pages from-to
2060-2074
Publisher name
International Business Information Management Association (IBIMA)
Place of publication
Vienna, Austria
Event location
Vienna, Austria
Event date
May 3, 2017
Type of event by nationality
WRD - Celosvětová akce
UT code for WoS article
000410252701077

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