Stimulation of customer feedback in B2C e-shops

Kód výsledku v IS VaVaI

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Výsledek na webu

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DOI - Digital Object Identifier

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Jazyk výsledku

angličtina

Název v původním jazyce

Stimulation of customer feedback in B2C e-shops

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

Stimulation of customer feedback in B2C e-shops

Popis výsledku anglicky

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.

Druh

D - Stať ve sborníku

CEP obor

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OECD FORD obor

50200 - Economics and Business

Projekt

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Návaznosti

V - Vyzkumna aktivita podporovana z jinych verejnych zdroju

Rok uplatnění

2017

Kód důvěrnosti údajů

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

Název statě ve sborníku

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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Počet stran výsledku

15

Strana od-do

2060-2074

Název nakladatele

International Business Information Management Association (IBIMA)

Místo vydání

Vienna, Austria

Místo konání akce

Vienna, Austria

Datum konání akce

3. 5. 2017

Typ akce podle státní příslušnosti

WRD - Celosvětová akce

Kód UT WoS článku

000410252701077