Customer Product Returns – Feedback and Knowledge Management

Kód výsledku v IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216224%3A14560%2F18%3A00101057" target="_blank" >RIV/00216224:14560/18:00101057 - isvavai.cz</a>

Výsledek na webu

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DOI - Digital Object Identifier

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Jazyk výsledku

angličtina

Název v původním jazyce

Customer Product Returns – Feedback and Knowledge Management

Popis výsledku v původním jazyce

The purpose of this paper is to provide multidimensional understaning of the management of feedback from customer product returns (warranty claism and complaints specifically) as well as of the management practices that enable the emergence of product returns in the context of knowledge management.Understanding of feedback concept for the purpose of product returns avoidance management and its linkages with knowledge management through the theoretical review was performed in the first stage of research. Second, Soft Systems Methodology (SSM) to analyse the very complex situation, as the product returns do present, provided the conceptual framework for empirical research (McKay and Marshall, 2011). Research itself was realized in the small printing company. SSM is the systemic approach that helps to uncover multidimensional character of any problematic situation in any social system through the involvement of different actors and their different views and to bring some solutions.Paper presents how this methodology can be used when dealing with the origin and disposal of customer product returns to utilize feedback from product returns and to turn tacit knowledge into the explicit one to minimise or reduce these returns within and across the boundaries of a company.

Název v anglickém jazyce

Customer Product Returns – Feedback and Knowledge Management

Popis výsledku anglicky

The purpose of this paper is to provide multidimensional understaning of the management of feedback from customer product returns (warranty claism and complaints specifically) as well as of the management practices that enable the emergence of product returns in the context of knowledge management.Understanding of feedback concept for the purpose of product returns avoidance management and its linkages with knowledge management through the theoretical review was performed in the first stage of research. Second, Soft Systems Methodology (SSM) to analyse the very complex situation, as the product returns do present, provided the conceptual framework for empirical research (McKay and Marshall, 2011). Research itself was realized in the small printing company. SSM is the systemic approach that helps to uncover multidimensional character of any problematic situation in any social system through the involvement of different actors and their different views and to bring some solutions.Paper presents how this methodology can be used when dealing with the origin and disposal of customer product returns to utilize feedback from product returns and to turn tacit knowledge into the explicit one to minimise or reduce these returns within and across the boundaries of a company.

Druh

D - Stať ve sborníku

CEP obor

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OECD FORD obor

50204 - Business and management

Projekt

<a href="/cs/project/GA16-16260S" target="_blank" >GA16-16260S: Přístup managementu k redukci zpětných toků ve vazbě na spokojenost zákazníků a neustálé zlepšování</a><br>

Návaznosti

P - Projekt vyzkumu a vyvoje financovany z verejnych zdroju (s odkazem do CEP)

Rok uplatnění

2018

Kód důvěrnosti údajů

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Název statě ve sborníku

Proceedings from the 13th International Forum on Knowledge Asset Dynamics

ISBN

9788896687116

ISSN

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e-ISSN

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Počet stran výsledku

24

Strana od-do

926-949

Název nakladatele

Institute of Knowledge Asset Management

Místo vydání

Delft

Místo konání akce

Delft, Netherland

Datum konání akce

4. 7. 2018

Typ akce podle státní příslušnosti

WRD - Celosvětová akce

Kód UT WoS článku

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