Digitally connected services: Improvements through customer-initiated feedback
Artikel i vetenskaplig tidskrift, 2020

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. © 2020

Digitally connected services

Customer-initiated feedback

Improvements

Författare

Andrea Birch-Jensen

Chalmers, Teknikens ekonomi och organisation, Service Management and Logistics

Ida Gremyr

Chalmers, Teknikens ekonomi och organisation, Service Management and Logistics

Arni Halldorsson

Hanken Svenska Handelshögskolan

Chalmers, Teknikens ekonomi och organisation, Service Management and Logistics

European Management Journal

0263-2373 (ISSN)

Vol. In Press

Ämneskategorier

Annan maskinteknik

Tillförlitlighets- och kvalitetsteknik

Företagsekonomi

DOI

10.1016/j.emj.2020.03.008

Mer information

Senast uppdaterat

2020-05-29