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Sapru, Yudhishthira. "Augmenting Public Service Delivery Through Online Feedback Systems." Indian Journal of Public Administration 66, no. 3 (September 2020): 297–311. http://dx.doi.org/10.1177/0019556120958914.
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The importance of citizen feedback on public services can never be undermined. However, for many public service organisations, citizens’ feedback is the least of the priorities. Technology has not only helped in improving public service delivery but also the feedback part of it. This article highlights the importance of feedback in the context of public service delivery. It also identifies the challenges faced in implementing feedback systems, besides highlighting critical success factors. Further, it has been discussed how online feedback systems have transformed the way citizens interact with public authorities. This article also discusses the Rapid Assessment System (RAS), which is a generic technology-enabled platform for seeking real-time citizen feedback on public services.
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Kim, Shinyoung, Sunmee Choi, and Rohit Verma. "Providing feedback to service customers." Journal of Service Management 28, no. 2 (April 18, 2017): 389–416. http://dx.doi.org/10.1108/josm-11-2015-0368.
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Purpose In services, customers’ successful performance of expected roles is critical to ensuring successful service outcomes. To help customers perform their roles better, service providers offer them feedback on their performance. To improve the design of customer feedback that contains both positive and negative messages, the purpose of this paper is to examine the order and the repetition effect of feedback message types on customer feedback satisfaction, motivation, and compliance intention, focusing on the moderating effect of customer involvement level. This paper also examines whether feedback satisfaction and motivation mediate the moderation effect of the order or repetition of feedback message type and customer involvement level on compliance intention. Design/methodology/approach This study employs two between-subject quasi-experimental designs: 2 (feedback message order: positive message first vs negative message first) × 2 (involvement level: high vs low) and a 2 (repeated feedback type: positive vs negative) × 2 (involvement level: high vs low). Data collection occurred through an online survey using eight health checkup scenarios. Hypotheses were tested by using MANOVA and PROCESS. Findings The customer involvement level moderated the effect of the presentation order of feedback message type on customer responses. With highly involved customers, offering positive feedback initially produced responses that were more favorable. With customers with low involvement, the order did not matter. The effects of feedback satisfaction and motivation as mediators in the effect of order on compliance intention were significant only with highly involved customers. The mediation effect of motivation was much stronger than that of feedback satisfaction. The repetition of a particular feedback type took effect only with customers with low-involvement level. Compared to the no-repetition condition (positive-negative), when positive feedback was repeated (positive-negative-positive), motivation increased. Compared to the no-repetition condition (negative-positive), when negative feedback was repeated (negative-positive-negative), feedback satisfaction and compliance intention decreased. In terms of mediating effect, only feedback satisfaction was a meaningful mediator and only when negative feedback was repeated to low-involvement customers. Originality/value This study contributes to research by extending feedback studies in services to include a consideration of the order and repetition of feedback message types as design variables; it contributes practically by suggesting how to design feedback for better customer responses such as feedback satisfaction, motivation, and compliance intention.
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Biswas, Mr Biswaji, and Mr Debjit Rakshit. "Feedabck Analysis: A Process Definition." International Journal of Management and Humanities 8, no. 8 (April 30, 2022): 7–11. http://dx.doi.org/10.35940/ijmh.h1468.048822.
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Customers Feedbacks take an important role for any business. It gives information to the new customers about their interactions with product or service. The objectives of this research work are to find out the degree of happiness of the customers and assist marketing teams in determining the gap between customers’ acceptance and product or service quality. From this gap marketers can improve their product and service quality. Customers share their reviews, ideas, experiences about the product and service quality. In this research work, authors have chosen an automobile service station named Mohan Automobile Service Station, West Bengal. In this research work authors have collected the customers feedback through questioners created in Google form. The collected feedbacks are validated and analyzed to know the insight sentiment using Python Monkey Learn tools. The result of the collected feedback is shown as positive, negative, or neutral based on the polarity of the feedback. The result will be helpful for the service station to know their weak point and they can update their service quality.
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Mock, Elisabeth F., Keith D. Wrenn, Seth W. Wright, T. Chadwick Eustis, and Corey M. Slovis. "Feedback to Emergency Medical Services Providers: The Good, the Bad, and the Ignored." Prehospital and Disaster Medicine 12, no. 2 (June 1997): 74–77. http://dx.doi.org/10.1017/s1049023x00037444.
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AbstractHypothesis:To determine the type and frequency of immediate unsolicited feedback received by emergency medical service (EMS) providers from patients or their family members and emergency department (ED) personnel.Methods:Prospective, observational study of 69 emergency medical services providers in an urban emergency medical service system and 12 metropolitan emergency departments. Feedback was rated by two medical student observers using a prospectively devised original scale.Results:In 295 encounters with patients or family, feedback was rated as follows: 1) none in 224 (76%); 2) positive in 51 (17%); 3) negative in 19 (6%); and 4) mixed in one (<1%). Feedback from 254 encounters with emergency department personnel was rated as: 1) none in 185 (73%); 2) positive in 46 (18%); 3) negative in 21 (8%); and 4) mixed in 2 (1%). Patients who had consumed alcohol were more likely to give negative feedback than were patients who had not consumed alcohol. Feedback from emergency department personnel occurred more often when the emergency medical service provider considered the patient to be critically ill.Conclusion:The two groups provided feedback to emergency medical service providers in approximately one quarter of the calls. When feedback was provided, it was positive more than twice as often as it was negative. Emergency physicians should give regular and constructive feedback to emergency medical services providers more often than currently is the case.
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Kumar, Palanivelu S., and Andrew McBride. "Patient feedback on services: a questionnaire survey approach." Psychiatric Bulletin 31, no. 4 (April 2007): 131–33. http://dx.doi.org/10.1192/pb.bp.105.005132.
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Aims and MethodThe aims of the project were to develop a simple, low-cost patient satisfaction questionnaire with face validity and to obtain patient feedback on a range of service areas in a community addiction team. A questionnaire was designed and revised after feedback from multidisciplinary team members and a pilot sample. The questionnaire was distributed until 100 correctly completed forms were received.ResultsThe survey took approximately 30 h of authors' time from commencement to completion and costs were minimal. The majority of the 12 areas evaluated were rated by patients as good or very good. Overall quality of care was rated as good or very good by 88% of participants. There was no enthusiasm in this sample for more active participation in service development.Clinical ImplicationsAll National Health Service staff and services are now enjoined to engage with service users and carers for the purposes of evaluation and development. Simple, affordable methods for obtaining such information about community services can contribute to this process.
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Jolley, Gwyneth, Libby Kalucy, and Joanne McNamara. "Obtaining and Using Client Feedback in Community Health Services." Australian Journal of Primary Health 4, no. 4 (1998): 105. http://dx.doi.org/10.1071/py98066.
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Client feedback is an important component of two primary health care strategies: participation and evaluation. Workers need feedback from clients to ensure that their practice meets the criterion of providing affordable, accessible and appropriate services to enhance the health of their communities. Telephone interviews were conducted with thirty staff and thirty clients from women's and community health services in South Australia, to identify current practice in obtaining and using feedback from users of one-to-one services and group health promotion and community development activities. Factors which encourage feedback to be given and used include: trust and effective communications between all stakeholders; and supportive organisational philosophies, culture and practices. Client feedback is more likely to be used when given in written form. Collection and use of feedback are discouraged by inappropriate methods and timing, rapid organisational change, and clients' lack of awareness of, or confidence in, giving feedback about the services they receive. Verbal feedback, although preferred by many clients, is less likely to be recorded and used in service planning and evaluation. Client feedback is a valuable tool to reinforce the notion of partnership and power sharing between clients and health care workers. Staff at all levels should be engaged in obtaining feedback and the information gained should be disseminated throughout the agency in order to improve the quality and effectiveness of services. The challenge is now for service providers and users to adopt new, and support currently successful, ways of obtaining and using feedback so that service providers and users are engaged in working in partnership to ensure the needs of the community are best met.
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YAMAGUCHI, HIROSHI, YUKIO HUSHINO, KENJI SUZUKI, and CHITTOOR V. RAMAMOORTHY. "CREATING A NEW SERVICE ON THE WEB." International Journal on Artificial Intelligence Tools 13, no. 03 (September 2004): 487–510. http://dx.doi.org/10.1142/s021821300400165x.
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Service functions are major component of every industry. The evolution of service functions have seen manually intensive tasks being replaced by a combination of mental and interactive tasks. As a part of this transformation, we have seen an increasing dependency on the high technology, actually information technology, mostly with computer-communications and the web. This high technology will finally replace the service functions by a combination of knowledge intensive, interactive and customer's individual tasks in the future. However, these knowledge intensive, interactive and customer's individual service functions could be enjoyable for the restricted person, due to the difficulties of the man (customers)-machine (PCs, web-server machines) interface and also the service providers are not able to obtain much more customer's individual and abstruse information for providing the customer's individual services, due to the customers' privacy problem. In this paper we focus on of knowledge intensive, interactive and customer's individual services in the future. We emphasize the importance of developing the mechanism of humanization for making these services enjoyable for anyone and the personalization for enjoyable the more individual services, and show some examples for these mechanisms in which humanization is realized by humanoid robots and personalization is realized by customers' privacy preserving scheme. We present a feedback system including the mechanism for humanization and personalization. By performing this feedback system, anyone who is not familiar to machines, can interact with machines like human-beings and can poll or report even though privacy related information anonymously to service providers. By periodically performing this feedback system, the customers' knowledge, information, suggestions and ideas can could be accumulated and the service providers could provide more individual services to customers, Once humanization and personalization mechanism are developed, by performing our feedback systems, we enhance customers' convenience and reduce the incidence of operation errors and thereby improve their productivity and quality of their life.
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Ansari, Mohammad Sultan Ahmad, Jamal Ahmad Farooquie, and Said Gattoufi. "Assessing the Impact of Service Quality on Customers and Operators: Empirical Study." International Journal of Business and Management 11, no. 9 (August 7, 2016): 207. http://dx.doi.org/10.5539/ijbm.v11n9p207.
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The aim of this paper is to evaluate the impact of Service Quality on Customer Satisfaction, Customer Loyalty and Operational Performance of telecom service industry in Sultanate of Oman. It also investigate how technology adds value to service delivery system and improvement of Service Quality. The empirical data were collected by administering 1,450 questionnaires and out of which 888 completed and usable responses were retrieved. The study is first of kind that evaluated well-established chain of service i.e. services provided by Original Equipment Manufacturers to Telecom Service Providers and further service provided by the Telecom Service Providers to the End Users. The feedback was taken on forward and backward chain to evaluate comprehensive service chain, instead of evaluating an individual chain i.e. Service provided by Original Equipment Manufacturers to Telecom Service Providers or vice versa or from Telecom Service Providers to the End Users. Questionnaires feedback was taken from comprehensive chain of services, i.e. forward and backward chain feedback was considered. Research findings suggest that technological support would improve service delivery system and service organizations shall put special emphasize on Service Quality for achieving critical success, which would improve overall Customer Satisfaction, Customer Loyalty, Operational Performance and Firm Profitability.
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Whale, Zoe, Barbara Moore, and Erica Howells. "The value of service user feedback." Cancer Nursing Practice 12, no. 2 (March 2013): 22–23. http://dx.doi.org/10.7748/cnp2013.03.12.2.22.e929.
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Bamford, Karen, and Carl Benton. "Gathering meaningful service user feedback regarding a community forensic service." Journal of Intellectual Disabilities and Offending Behaviour 6, no. 2 (June 9, 2015): 81–93. http://dx.doi.org/10.1108/jidob-05-2015-0012.
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Purpose – Engaging with people with a learning disability to develop and enhance service provision is central to the ethos of personalisation and citizenship. Despite this there appears to be a lack of research to gather users’ views on how they feel the services meet their unique needs and how these could be improved. A service evaluation was developed to understand service user’s experience of accessing a community forensic service (CFS). The paper aims to discuss these issues. Design/methodology/approach – The questionnaire was conducted by an independent third party experienced in facilitating complex communication, utilising a written format and Widget Rebus symbols. Questions were based on Trust Values, family and friends test and clinical forensic engagement. The samples were service users open to the CFS on 1 July 2014. Findings – Data were gathered from 28 individuals, there was an even spread of ages 17-65. In all, 93 per cent understood what help they needed from the service, there was acknowledgement of who they would go to if they wanted to complain, 100 per cent were happy with how information had been provided, most felt the service was respectful, fair, friendly and they were listened to. Practical implications – The findings suggest that more needs to be done around understanding and engagement in care planning. There are plans to gather information from direct carers and setting up focus groups to further understand some of the issues and ways forward. Originality/value – Asking for feedback from people who have offended, some of whom now experience increased restrictions, is fraught with concern and approached with trepidation. However, the responses received contradict the natural instincts. The results showed promising appreciation of the support received in the context of everyday lives and positive risk taking.
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Nasr, Linda, Jamie Burton, Thorsten Gruber, and Jan Kitshoff. "Exploring the impact of customer feedback on the well-being of service entities." Journal of Service Management 25, no. 4 (August 12, 2014): 531–55. http://dx.doi.org/10.1108/josm-01-2014-0022.
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Purpose – Adopting the transformative service research (TSR) perspective, the purpose of this paper is to investigate the impact of positive customer feedback on the well-being of front-line employees, companies, and society. Using a multidisciplinary approach, the overlooked area of “positive feedback” is explored resulting in the development of the “Positive Feedback Model” (PFM). The study also compares managers’ and employees’ perceptions of positive customer feedback. Design/methodology/approach – Two exploratory qualitative studies were conducted: Study 1 consisted of 22 semi-structured interviews with managers working in the service industry and Study 2 consisted of seven focus groups with front-line service employees. The extensive literature review and the results of these two studies contributed to the development of the PFM. Findings – Positive customer feedback is an overlooked area of service research which offers potential for improving the well-being of the service entities. Front-line employees are the main recipients and topics of positive customer feedback. The developed PFM describes various forms, channels, and times of administration of positive customer feedback and its multitude of impacts on the well-being of service entities. Research limitations/implications – This study contributes to the literature on TSR and customer feedback management. The developed model presents possible positive feedback categories, their various outcomes and the outcomes for the concerned parties involved. By developing PFM and encouraging a multidisciplinary approach combined with advanced research methodologies, the researchers propose an agenda for further research insights within the TSR and customer feedback areas. The comparison of the managers’ and employees’ perceptions of positive customer feedback presents novel managerial implications and directions for future research. Originality/value – This study is the first to explore customer feedback from a TSR perspective. It examines the overlooked area of positive customer feedback. The well-being of service entities is prioritized as services have been extensively criticized for ignoring human well-being.
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Xie, Xiao Lan, Liang Liu, and Ying Zhong Cao. "Trust Model Based on Feedback Evaluation in Cloud Manufacturing Environment." Advanced Materials Research 308-310 (August 2011): 1740–45. http://dx.doi.org/10.4028/www.scientific.net/amr.308-310.1740.
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Aiming at the existing trust issues under manufacturing environment. This paper proposes a trust model based on feedback evaluation, TMBFCM, from the characteristics of human of trust relationship of human society. The model proposed a set of evaluation indicators of cloud manufacturing services properties, introduced the dynamic trust mechanism for attenuation by time,established the service which cloud manufacturing services providers provided and the feedback evaluation and incentive mechanism given by the user of cloud manufacturing service, improved the dynamic adaptability of the model. The results show that, compared with the existing trust model, the evaluation results are closer to the true service behavior of cloud manufacturing services provider, it can resist all kinds of malicious attacks acts effectively, demonstrated good robustness and recognition.
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Lechermeier, Jonas, Martin Fassnacht, and Tillmann Wagner. "Testing the influence of real-time performance feedback on employees in digital services." Journal of Service Management 31, no. 3 (May 4, 2020): 345–71. http://dx.doi.org/10.1108/josm-10-2018-0341.
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PurposeWhile digital media changed the nature of communication in service contexts, often allowing customers to interact instantly with service providers, the implications and opportunities for managing service employees are widely unknown. This is surprising, given that service employees are an important determinant of service firms’ success. This article examines the effects of real-time performance feedback on employees’ service performance and investigates both how and under what conditions timely feedback encourages employees’ engagement.Design/methodology/approachTwo experiments test the conceptual model and the proposed hypotheses. A field experiment uses real customer feedback gathered after interaction with the app-chat of a large telecommunications provider. It tests the effect of feedback timing on service employees’ performance and also examines the effect of feedback timing on their engagement. A subsequent scenario-based experiment then investigates the influence of selected moderators on the feedback timing–engagement relationship.FindingsThis article finds that real-time feedback leads to greater service performance than subsequent feedback. Furthermore, real-time feedback positively affects service employee engagement through the perceived controllability of the feedback and the service situation. Finally, feedback valence, task goals, individuals’ need for closure (NCL), and gender interact with feedback timing to influence employee engagement.Originality/valueThis research investigates the potential of real-time performance feedback for service firms, combines and extends a variety of literature streams, and provides recommendations for the future management of service employees.
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Bárány-Kevei, Ilona, and Márton Kiss. "Biogeomorphological feedback in karst areas." Landscape & Environment 10, no. 3-4 (August 21, 2016): 101–8. http://dx.doi.org/10.21120/le/10/3-4/1.
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In the last decades, the research on ecosystem services have emerged in the field of geography. The negative impacts of human activities on the vulnerable karst areas are getting enforced quickly, which have an unfavourable influence on ecosystem service provision. On karstic areas, there are significant geographical processes, connected to biological activities. This issue is not adequately discussed in the current literature of karst ecology. In our study, we give an overview on the biogeomorphological feedbacks that change the functions and overall value of karst ecosystems.
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Choudhary, Ali Iftikhar, Muhammad Asif ., Rashid Mehmood Choudhry ., Zafarullha Siddique ., and Asif Mughal . "Impact Of After Sale Service Characteristics on Customer Satisfaction." Information Management and Business Review 3, no. 6 (December 15, 2011): 360–65. http://dx.doi.org/10.22610/imbr.v3i6.952.
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Researcher examines the impact of after sale service characteristics on customer satisfaction in home appliance industry of Pakistan. To what extent does characteristics like delivery time, installation of product, warranty time of product, feedback implementations and quality of service provided satisfies customers? In this globalized market, organizations try to differentiate themselves, so they tend to provide value added services to its customers; according their needs and wants. After detail and extensive review of literature researcher found that after sale service is essential in retaining and satisfying customers. Due to limited time, quantitative study is not possible. Practically our study benefitted for the manager of the organization that are mostly related to home appliances, so that they can check the customers trend towards after sale services characteristics i.e. delivery, installation, warranty, service quality and feedback.
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Çeken, Burç, and Yavuz Akpinar. "The effect of tutorial feedback type on the choice of feedback type in pre-service teachers’ development of learning objects." Global Journal of Information Technology: Emerging Technologies 7, no. 3 (December 24, 2017): 71–85. http://dx.doi.org/10.18844/gjit.v7i3.2829.
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This study investigates the effect of feedback types presented in learning object (LO) development tutorials on the quality of pre-service teachers’ LOs and their choices of feedback types in authoring LOs. Results indicate that video feedback presented in the tutorials is the most effective feedback representation type, based on overall scores on the learning object review instrument and feedback quality of the LOs developed by the pre -service teachers. However, interaction between feedback types presented in the tutorial and pre -service teachers’ actual use of feedback in authoring LOs was not meaningful. The implications are discussed.Keywords: Pre-service teacher, learning object, authoring, feedback type, feedback preferences.
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Shainesh, G., and Mukul Mathur. "Service Quality Measurement: The Case of Railway Freight Services." Vikalpa: The Journal for Decision Makers 25, no. 3 (July 2000): 15–22. http://dx.doi.org/10.1177/0256090920000303.
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This article identifies the attributes which customers use to evaluate the quality of railway freight services and develops a comprehensive instrument, RAILQUAL, that can be used by the railways for collecting feedback from customers. This would help them to monitor, control, and improve their service and competitiveness. It can also be used as an evaluation tool for comparing the performance of its zones and divisions.
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Burke, Ronald J. "Managerial feedback, organizational values and service quality." Managing Service Quality: An International Journal 9, no. 1 (February 1999): 53–57. http://dx.doi.org/10.1108/09604529910248812.
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Ayers, James, Kenneth Nimlos, and Catherine Maloney. "Videotape Feedback on an Inpatient Psychiatric Service." Psychiatric Services 39, no. 7 (July 1988): 777–80. http://dx.doi.org/10.1176/ps.39.7.777.
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Haynes, Christopher, Marco A. Palomino, Liz Stuart, David Viira, Frances Hannon, Gemma Crossingham, and Kate Tantam. "Automatic Classification of National Health Service Feedback." Mathematics 10, no. 6 (March 18, 2022): 983. http://dx.doi.org/10.3390/math10060983.
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Text datasets come in an abundance of shapes, sizes and styles. However, determining what factors limit classification accuracy remains a difficult task which is still the subject of intensive research. Using a challenging UK National Health Service (NHS) dataset, which contains many characteristics known to increase the complexity of classification, we propose an innovative classification pipeline. This pipeline switches between different text pre-processing, scoring and classification techniques during execution. Using this flexible pipeline, a high level of accuracy has been achieved in the classification of a range of datasets, attaining a micro-averaged F1 score of 93.30% on the Reuters-21578 “ApteMod” corpus. An evaluation of this flexible pipeline was carried out using a variety of complex datasets compared against an unsupervised clustering approach. The paper describes how classification accuracy is impacted by an unbalanced category distribution, the rare use of generic terms and the subjective nature of manual human classification.
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Di Mascio, Rita. "Service process control: conceptualising a service as a feedback control system." Journal of Process Control 12, no. 2 (February 2002): 221–32. http://dx.doi.org/10.1016/s0959-1524(01)00006-3.
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Tchernichovski, Ofer, Marissa King, Peter Brinkmann, Xanadu Halkias, Daniel Fimiarz, Laurent Mars, and Dalton Conley. "Tradeoff Between Distributed Social Learning and Herding Effect in Online Rating Systems." SAGE Open 7, no. 1 (January 2017): 215824401769107. http://dx.doi.org/10.1177/2158244017691078.
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We investigated how social diffusion increased client participation in an online rating system and, in turn, how this herding effect may affect the metrics of client feedback over the course of years. In a field study, we set up a transparent feedback system for university services: During the process of making service requests, clients were presented with short-term trends of client satisfaction with relevant service outcomes. Deploying this feedback system initially increased satisfaction moderately. Thereafter, mean satisfaction levels remained stable between 50% and 60%. Interestingly, at the individual client level, satisfaction increased significantly with experience despite the lack of any global trend across all users. These conflicting results can be explained at the social network level: If satisfied clients attracted new clients with more negative attitudes (a herding effect), then the net increase in service clients may dampen changes in global trends at the individual level. Three observations support this hypothesis: first, the number of service clients providing feedback increased monotonically over time. Second, spatial analysis of service requests showed a pattern of expansion from floor to floor. Finally, satisfaction increased over iterations only in clients who scored below average.
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Abisuga, Abiodun Olatunji, Cynthia Changxin Wang, and Riza Yosia Sunindijo. "Organisational Justice Analysis of Facility Managers’ Responses to User’s Post-Occupancy Feedback." Buildings 11, no. 4 (April 1, 2021): 144. http://dx.doi.org/10.3390/buildings11040144.
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There has been growing interest in how to foster collaborative relationships between facility managers and end-users to obtain user-centred post-occupancy data for improving design and user satisfaction. Despite this attempt, there is little understanding on how facility managers respond to user feedback and its impact on user post-feedback behaviours. Drawing from theoretical insights from organisational justice, organisational response, and service quality studies and using a case study of higher education facilities in Australia, how facility managers manage user feedback to drive collaboration between facility managers and users during occupancy is explored. Various methods were used in this case study research, including document analysis, interviews, and observations. The research findings indicate that facilitation, timeliness, redress, apology and explanation, and attentiveness and efforts are applicable to facilities management (FM) services and could influence user post-feedback behaviour. Current responses to user feedback are not satisfactory, resulting in a poor relationship between facility managers and users that negates service acceptance and the engagement in a positive word-of-mouth. To foster more facility manager–user collaborative relationships in post-occupancy evaluation, and position FM as a service organisation, there is a need for improvements in current FM responses to user feedback and the effective management of user post-feedback behaviours.
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Miloslavsky, Eli M., and Yuchiao Chang. "Development and Evaluation of a Novel Survey Tool Assessing Inpatient Consult Service Performance." Journal of Graduate Medical Education 9, no. 6 (December 1, 2017): 759–62. http://dx.doi.org/10.4300/jgme-d-17-00214.1.
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ABSTRACT Background Subspecialty consultation in inpatient medicine is increasing, and enhancing performance of consultation services may have a broad-reaching impact. Multisource feedback is an important tool in assessing competence and improving performance. A mechanism for primary team resident feedback on performance of consult services has not been described. Objective We developed and evaluated an instrument designed to assess internal medicine (IM) subspecialty inpatient consult service performance. We hypothesized that the instrument would be feasible to administer and provide important information to fellowship directors. Methods The instrument was administered in 2015 and 2016 at a single academic center. All IM residents were invited to evaluate 10 IM subspecialty consult services on 4 items and an overall satisfaction rating. The instrument allowed for free-text feedback to fellows. Program directors completed another survey assessing the impact of the consult service evaluation. Results A total of 113 residents responded (47 in 2015 and 66 in 2016, for a combined response rate of 35%). Each of the 4 items measured (communication, professionalism, teaching, and pushback) correlated significantly with the overall satisfaction rating in univariate and multivariate analyses. There were no differences in ratings across postgraduate year or year of administration. There was considerable variation in ratings among the services evaluated. The 7 program directors who provided feedback found the survey useful and made programmatic changes following evaluation implementation. Conclusions A primary team resident evaluation of inpatient medicine subspecialty consult services is feasible, provides valuable information, and is associated with changes in consult service structure and curricula.
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Cañabate, Dolors, Lluís Nogué, Teresa Serra, and Jordi Colomer. "Supportive Peer Feedback in Tertiary Education: Analysis of Pre-Service Teachers’ Perceptions." Education Sciences 9, no. 4 (November 26, 2019): 280. http://dx.doi.org/10.3390/educsci9040280.
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To acquire knowledge about student-mediated peer-to-peer collaborative activities, pre-service teachers’ perceptions of peer feedback are analyzed and categorized as receiver, provider, or cognitive feedback. A questionnaire of 15 survey questions concerning supportive feedback from peers was designed and validated using assessments from more than 200 pre-service teachers. The questionnaire was aligned with the activities promoting supportive feedback between pre-service teachers from three bachelor’s degrees at a tertiary education institution. Their perceptions were then quantified in terms of the peer feedback categories. While there were significant correlations between the scores for all 15 questions, real insights were produced when the highest correlations were analyzed. As such, being involved as both feedback providers and receivers was highly rated. The self-efficacy of pre-service teachers receiving feedback, (i.e., the extent to which peer instructional strategies and the selected learning tasks were cognitively challenging so as to improve receiver feedback), proved to be correlated with their perceptions of involvement, autonomy, and structure. Likewise, motivation for providing or receiving feedback was also closely correlated with the self-efficacy of pre-service teachers providing feedback. Finally, all three questions in the cognitive feedback category were highly correlated. The pre-service teachers were, thus, motivated to improve their learning and considered feedback as a useful task and as a way to strengthen their relationships with their peers.
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Liu, Hua. "WeChat Mobile Library Service in Chinese Academic Libraries." International Journal of Library and Information Services 10, no. 1 (January 2021): 32–47. http://dx.doi.org/10.4018/ijlis.2021010103.
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This paper introduces the WeChat mobile library service programme at Shanghai University Library and identifies problems and resolutions by reviewing the development process and experience and user feedback. A case study was conducted, and user feedback from a web survey was analysed to identify the programme's problems. Accordingly, recommendations and resolutions were developed. The author discovers that a WeChat account is crucial as an interaction platform between libraries and patrons, particularly on mobile devices. Patrons prefer to receive library services via WeChat rather than other channels. Their favourite features include online public access catalogue (OPAC), my library, and study facility availability. Libraries should conduct regular assessments to understand patrons' feedback or requests and make timely adjustments accordingly. The web survey and its data are novel in this area and provide a credible example to optimize WeChat library services.
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Clark, Eva, Prathit Kulkarni, Mayar Al Mohajer, Stacey Rose, Jose Serpa, Geeta Singhal, and Thomas Giordano Giordano. "1129. Optimizing Feedback Strategies on the Infectious Diseases Inpatient Service." Open Forum Infectious Diseases 7, Supplement_1 (October 1, 2020): S593—S594. http://dx.doi.org/10.1093/ofid/ofaa439.1315.
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Abstract Background Timely, efficient, and effective feedback strategies are crucial for enhancing faculty-trainee communication and trainee education. Here we describe attitudes, practices, and perceived behaviors regarding giving feedback to medical trainees rotating on Infectious Diseases (ID) inpatient consult services. Methods An anonymous survey on feedback strategies was distributed to our adult ID Section in February 2020 as part of a facilitated discussion on optimizing trainee clinical education. Results Twenty-six ID Section members completed the survey (18 faculty, 8 trainees). Most trainees (62.5%) and faculty (66.7%) felt that trainees are “sometimes” comfortable voicing concerns to faculty; however, no trainees but 11.1% of faculty indicated that trainees are “always” comfortable voicing concerns to faculty. Most trainees (87.5%) felt that conversations about team expectations occur “sometimes” or “often.” In contrast, most faculty (72.2%) felt that these conversations “always” occur. Although most faculty felt that both informal (94.4%) and formal (83.3%) feedback should be given to trainees, 22.2% of faculty responded that they do not explicitly use the term “feedback” when discussing feedback with a trainee. No trainees and 22.2% of faculty indicated that they utilize a feedback tool. Regarding quantity of feedback trainees perceive they receive from faculty, 37.5% of trainees felt they needed more feedback while 50% felt they received adequate feedback. Most faculty (88.9%) responded that they encourage trainees to give feedback to faculty, although most trainees (62.5%) responded “sometimes” regarding how comfortable they feel doing so. Conclusion In summary, we found differences between faculty and trainees regarding two important aspects of medical education: setting expectations and providing feedback. While most faculty feel that conversations regarding these topics occur invariably, trainees do not always share this perception. Trainees felt less comfortable voicing concerns and giving feedback to faculty than faculty perceived them to be. Overall, the data suggest that there is room for improvement to ensure that trainees and faculty are operating from a shared mental model regarding setting team expectations and providing/receiving feedback. Disclosures All Authors: No reported disclosures
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Afrizal, Afrizal, and Fitriani Fitriani. "Pengembangan Sistem Informasi Feedback Pelanggan Hosting Pada CV. E-Padi Corporation Berbasis Web." Jurnal JTIK (Jurnal Teknologi Informasi dan Komunikasi) 1, no. 1 (October 1, 2017): 24. http://dx.doi.org/10.35870/jtik.v1i1.30.
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a b s t r a c tOne of the tasks of e-padi.com company is to make customer friendly service that is by making service feedback for product or service that have been bought by customer. At this time the feedback service that has been run still using the system of phone calls and sms. Service using the phone is a practical service performed by the customer and get a fast response from the service provider. However, the service using the phone or sms does not provide a recap or record of feedback from customers or companies. The purpose of this information system development is to design and build a customer feedback system based computer hosting systematic, structured and directed at the CV. E-Padi Corporation. Customer feedback information system generated to process Domain data and hosting customers, especially on the corporate environment CV. E-Padi Corporation with the results of form data user, Domain, hosting and feedback. The resulting report is customer feedback data and overall customer data. Web-based presentation with PHP programming and mySQL database.Keywords:Information systems, feedback, hosting, Domains a b s t r a kSalah satu tugas dari dari perusahaan e-padi.com adalah membuat pelayanan pelanggan yang user friendly yaitu dengan membuat layanan feedback atas produk maupun jasa yang telah dibeli pelanggan. Pada saat ini layanan feedback yang telah dijalankan masih menggunakan sistem panggilan telepon maupun sms. Layanan menggunakan telepon merupakan layanan praktis yang dilakukan oleh pelanggan dan mendapatkan respon yang cepat dari penyedia layanan. Akan tetapi layanan menggunakan telepon maupun sms tidak menyediakan rekap atau record dari feedback dari pelanggan maupun perusahaan. Tujuan dari pengembangan sistem informasi ini adalah merancang dan membangun suatu sistem informasi feedback pelanggan hosting berbasis komputer yang sistematis, terstruktur dan terarah pada CV. E-Padi Corporation. Sistem informasi feedback pelanggan yang dihasilkan dapat mengolah data Domain dan hosting pelanggan khususnya pada lingkungan perusahaan CV. E-Padi Corporation dengan hasil berupa form data user, Domain, hosting dan feedback. Laporan yang dihasilkan adalah data feedback pelanggan dan data pelanggan secara keseluruhan. Penyajiannya berbasiskan web dengan pemrograman PHP dan database mySQL.Kata Kunci:Sistem Informasi, feedback, hosting, Domain
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Wenjing Du, Changze Wu, Zhiqiang Wu, and Fang Li. "Provide Feedback to Service Provider Based On The Results of Service Selection." Journal of Convergence Information Technology 8, no. 5 (March 15, 2013): 1265–74. http://dx.doi.org/10.4156/jcit.vol8.issue5.146.
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Prilop, Christopher Neil, Kira Elena Weber, and Marc Kleinknecht. "Effects of digital video-based feedback environments on pre-service teachers’ feedback competence." Computers in Human Behavior 102 (January 2020): 120–31. http://dx.doi.org/10.1016/j.chb.2019.08.011.
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Barnes, Margaret I., Jan Pratt, Kathleen Finlayson, Barbara Pitt, and Cheryl Knight. "The First Steps Program: a case study of a new model of community child health service." Australian Health Review 34, no. 4 (2010): 386. http://dx.doi.org/10.1071/ah09762.
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Community Child Health Nursing Services provide support for new mothers; however, the focus has often been on individual consultations, complemented by a series of group sessions soon after birth. We describe a new model of community care for first-time mothers that centres on group sessions throughout the whole contact period. The model was developed by practicing child health nurses for a large health service district in south-east Queensland, which offers a comprehensive community child health service. Issues identified by clinicians working within existing services, feedback from clients and the need for more resource-efficient methods of service provision underpinned the development of the model. The pilot program was implemented in two community child health centres in Brisbane. An early individual consultation to engage the family with the service was added in response to feedback from clinicians and clients. The modified model has since been implemented service-wide as the ‘First Steps Program’. The introduction of this model has ensured that the service has been able to retain a comprehensive service for first-time parents from a universal population, while responding to the challenges of population growth and the increasing number of complex clients placing demands on resources.
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Mallayya, Deivamani, Baskaran Ramachandran, and Suganya Viswanathan. "An Automatic Web Service Composition Framework Using QoS-Based Web Service Ranking Algorithm." Scientific World Journal 2015 (2015): 1–14. http://dx.doi.org/10.1155/2015/207174.
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Web service has become the technology of choice for service oriented computing to meet the interoperability demands in web applications. In the Internet era, the exponential addition of web services nominates the “quality of service” as essential parameter in discriminating the web services. In this paper, a user preference based web service ranking (UPWSR) algorithm is proposed to rank web services based on user preferences and QoS aspect of the web service. When the user’s request cannot be fulfilled by a single atomic service, several existing services should be composed and delivered as a composition. The proposed framework allows the user to specify the local and global constraints for composite web services which improves flexibility. UPWSR algorithm identifies best fit services for each task in the user request and, by choosing the number of candidate services for each task, reduces the time to generate the composition plans. To tackle the problem of web service composition, QoS aware automatic web service composition (QAWSC) algorithm proposed in this paper is based on the QoS aspects of the web services and user preferences. The proposed framework allows user to provide feedback about the composite service which improves the reputation of the services.
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Yusuf, Fazri Nur, Utami Widiati, and Teguh Sulistyo. "MULTIMODAL FEEDBACK PROVISION IN IMPROVING PRE-SERVICE TEACHERS’ COMPETENCE." Indonesian Journal of Applied Linguistics 7, no. 2 (September 30, 2017): 1. http://dx.doi.org/10.17509/ijal.v7i2.8126.
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Studies on potentials of feedback over English language teaching seem not to have not been well-revealed, including studies on the use of feedback to improve English pre-service teachers’ competence. The present study investigates to what extent a multimodal feedback can influence pre-service teachers’ teaching, and which teaching aspects are influenced. Twenty five pre-service teachers taking Microteaching Course served as respondents supervised by a course advisor. The data were collected by teacher observation in a rating-scale form, self-appraisal, and interviews. The data were analyzed by using correlated sample t-test and the eight teaching components proposed by Brown (2001). The results showed that after multimodal feedback provision, pre-service teachers indicated an improvement significantly in seven out of eight teaching aspects. The provision of multimodal feedback could improve their teaching competence on preparation, instructional objective elicitation, mastery of instructional materials, use of media, and classroom management, including classroom language. But, the results do not indicate that they perform well on reflection and follow-up due to some reasons. In addition, the results evince that multimodal feedback provision could improve pre-service teachers’ pedagogical competence when the multimodal feedback is integrated with content, interpersonal relationship, and management.
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Doan, Sara. "Contradictory Comments: Feedback in Professional Communication Service Courses." IEEE Transactions on Professional Communication 62, no. 2 (June 2019): 115–29. http://dx.doi.org/10.1109/tpc.2019.2900899.
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Wang, Pu. "University Students’ Feedback about Service Learning in China." British Journal of Education, Society & Behavioural Science 16, no. 4 (January 10, 2016): 1–7. http://dx.doi.org/10.9734/bjesbs/2016/27213.
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Kennedy, Denise M., Christopher T. Anastos, and Michael C. Genau. "Improving healthcare service quality through performance management." Leadership in Health Services 32, no. 3 (June 28, 2019): 477–92. http://dx.doi.org/10.1108/lhs-02-2019-0006.
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Purpose Healthcare service quality in the USA has gained importance under value-based payment models. Providing feedback to front-line staff is a vital component of managing service performance, but complex organizational dynamics can prevent effective communication. This work explored the performance management of appointment desk staff at Mayo Clinic Arizona, identified barriers to effective management and sought to standardize the process for monitoring service performance. Design/methodology/approach Multiple data sources, including qualitative inquiry with 31 employees from the primary care and surgery departments, were used. The research was conducted in two phases – facilitated roundtable discussions with supervisors and semi-structured interviews with supervisors and staff six months after implementation of service standards. Participants were probed for attitudes about the service standards and supervisor feedback after implementation. Findings While all staff indicated a positive work environment, there was an unexpected and pervasive negative stigma surrounding individual feedback from one’s supervisor. Half the participants indicated there had been no individual feedback regarding the service standards from the supervisor. Presenting service standards in a simple, one-page format, signed by both supervisor and the patient service representative (PSR), was well received. Originality/value Combining rapid-cycle quality improvement methodology with qualitative inquiry allowed efficient development of role-specific service standards and quick evaluation of their implementation. This unique approach for improving healthcare service quality and identifying barriers to providing individual feedback may be useful to organizations navigating a more value- and consumer-driven healthcare market.
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Ellawindy, Ibtihal, and Shahram Shah Heydari. "Crowdsourcing Framework for QoE-Aware SD-WAN." Future Internet 13, no. 8 (August 15, 2021): 209. http://dx.doi.org/10.3390/fi13080209.
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Quality of experience (QoE) is an important measure of users’ satisfaction regarding their network-based services, and it is widely employed today to provide a real assessment of the service quality as perceived by the end users. QoE measures can be used to improve application performance, as well as to optimize network resources and reallocate them as needed when the service quality degrades. While quantitative QoE assessments based on network parameters may provide insights into users’ experience, subjective assessments through direct feedback from the users have also gathered interest recently due to their accuracy and interactive nature. In this paper, we propose a framework that can be used to collect real-time QoE feedback through crowdsourcing and forward it to network controllers to enhance streaming routes. We analyze how QoE can be affected by different network conditions, and how different streaming protocols compare against each other when the network parameters change dynamically. We also compare the real-time user feedback to predefined network changes to measure if participants will be able to identify all degradation events, as well as to examine which combination of degradation events are noticeable to the participants. Our aim is to demonstrate that real-time QoE feedback can enhance cloud-based services and can adjust service quality on the basis of real-time, active participants’ interactions.
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Ramakrishna, T., and T. Ravi. "An Improved Business Service Suggestion Through SCHR Approach." Journal of Computational and Theoretical Nanoscience 15, no. 2 (February 1, 2018): 706–10. http://dx.doi.org/10.1166/jctn.2018.7147.
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Nowadays business processes are enhancing continuously and its data storage is also increased sequentially. Obtaining a better service from a huge business process is a critical and challenging issue. Data sparsity, cold start problem, scalability, and privacy are the issues that reduce the performance of recommendation system. UDDI is a mandatory process for business users to register their details to make use by other users in the global level. Even though based on service ratings of a business process can attain better results but ensuring user privacy, confidentiality and suggesting services based on user interest is not possible. In this paper, suggesting business services to new through hybrid recommendation by dint of combining user's feedback (user and business person) and matching the results through personalization (user history) of individual users. Hence this increases an organization profit and attains user satisfaction. The feedback mechanism is processed without revealing users personal details to other persons. Therefore it attains better results in terms of identifying better services among more number of business processes, attaining privacy and enhancing a business process.
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Alexander, George, Mohammed Bahja, and Gibran Farook Butt. "Automating Large-scale Health Care Service Feedback Analysis: Sentiment Analysis and Topic Modeling Study." JMIR Medical Informatics 10, no. 4 (April 11, 2022): e29385. http://dx.doi.org/10.2196/29385.
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Background Obtaining patient feedback is an essential mechanism for health care service providers to assess their quality and effectiveness. Unlike assessments of clinical outcomes, feedback from patients offers insights into their lived experiences. The Department of Health and Social Care in England via National Health Service Digital operates a patient feedback web service through which patients can leave feedback of their experiences in structured and free-text report forms. Free-text feedback, compared with structured questionnaires, may be less biased by the feedback collector and, thus, more representative; however, it is harder to analyze in large quantities and challenging to derive meaningful, quantitative outcomes. Objective The aim of this study is to build a novel data analysis and interactive visualization pipeline accessible through an interactive web application to facilitate the interrogation of and provide unique insights into National Health Service patient feedback. Methods This study details the development of a text analysis tool that uses contemporary natural language processing and machine learning models to analyze free-text clinical service reviews to develop a robust classification model and interactive visualization web application. The methodology is based on the design science research paradigm and was conducted in three iterations: a sentiment analysis of the patient feedback corpus in the first iteration, topic modeling (unigram and bigram)–based analysis for topic identification in the second iteration, and nested topic modeling in the third iteration that combines sentiment analysis and topic modeling methods. An interactive data visualization web application for use by the general public was then created, presenting the data on a geographic representation of the country, making it easily accessible. Results Of the 11,103 possible clinical services that could be reviewed across England, 2030 (18.28%) different services received a combined total of 51,845 reviews between October 1, 2017, and September 30, 2019. Dominant topics were identified for the entire corpus followed by negative- and positive-sentiment topics in turn. Reviews containing high- and low-sentiment topics occurred more frequently than reviews containing less polarized topics. Time-series analysis identified trends in topic and sentiment occurrence frequency across the study period. Conclusions Using contemporary natural language processing techniques, unstructured text data were effectively characterized for further analysis and visualization. An efficient pipeline was successfully combined with a web application, making automated analysis and dissemination of large volumes of information accessible. This study represents a significant step in efforts to generate and visualize useful, actionable, and unique information from free-text patient reviews.
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Diasti, Krismalita Sekar. "Pre-service Teachers’ Responses to Peer Spoken Feedback in Micro Teaching Class." Journal of English Education 5, no. 1 (June 16, 2020): 40–48. http://dx.doi.org/10.31327/jee.v5i1.1211.
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Feedback has been investigating for many years. Previous studies have proved that feedback is a powerful tool which teacher can use to foster students’ achievement. Students can obtain feedback from their peers, teachers, or themselves as a reflection. Feedback can be given through different mode, namely, written or spoken. This survey research aims to examine pre-service teachers’ responses to peer spoken feedback in micro teaching class. This research was conducted in Micro Teaching class F at English Language and Education Study Program of Sanata Dharma University. There were twenty-three participants in this study. Questionnaire and interview were used to gather the data. Based on the findings, the students have positive response towards the use of peer spoken feedback in micro teaching class. The students’ positive response can be seen from their attitude and motivation. The students have positive attitude to the use of peer spoken feedback. They were pleased in the peer spoken feedback activity. The students willing to engage in the activity of peer spoken feedback as well. The students showed the desired response. Through attainning peer spoken feedback, the students became more well-prapared in the teaching practice. Moreover, the students were motivated to perform a better teaching perfromance in the next teaching practice. Key Words: micro teaching, peer spoken feedback, response
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Rabbani, Imran Mujaddid, Muhammad Aslam, Ana Maria Martinez Enriquez, and Zeeshan Qudeer. "Service Association Factor (SAF) for Cloud Service Selection and Recommendation." Information Technology And Control 49, no. 1 (March 25, 2020): 113–26. http://dx.doi.org/10.5755/j01.itc.49.1.23251.
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Cloud computing is one of the leading technology in IT and computer science domain. Business IT infrastructures are equipping themselves with modern regime of clouds. In the presence of several opportunities, selection criteria decision becomes vital when there is no supporting information available. Global clouds also need evaluation and assessment from its users that what they think about and how new ones could make their selection as per their needs. Recommended systems were built to propose best services using customer's feedback, applying quality of service parameters, assigning scores, trust worthiness and clustering in different forms and models. These techniques did not record and use interrelationships between the services that is true impact of service utilization. In the proposed approach, service association factor calculates value of interrelations among services used by the end user. An intelligent leaning based recommendation system is developed for assisting users to select services on their respective preferences. This technique is evaluated on leading service providers and results show that learning base system performs well on all types of cloud models.
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Krishnamoorthy, A., and A. S. Manjunath. "On Queues with Priority Determined by Feedback." Calcutta Statistical Association Bulletin 70, no. 1 (May 2018): 33–56. http://dx.doi.org/10.1177/0008068318767271.
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Customers arrive to a two-priority queueing system according to a marked Poisson process. Both waiting rooms have infinite capacity. Customers are served one at a time according to FIFO discipline on priority basis: those in waiting line 1([Formula: see text]) are given priority over the ones in line 2([Formula: see text]). The service time is class-dependent phase type. After completion of service, high priority ([Formula: see text]) customers may feed back for service according to a Bernoulli process. Feed back customers are sent to the low priority ([Formula: see text]) queue. When at a service completion epoch of a [Formula: see text] customer, if there is none left behind in [Formula: see text] line, then the server goes to serve [Formula: see text] class. For the two-priority queueing system, we assume that [Formula: see text] customers are not allowed an additional feed back. Both preemptive and non-preemptive service disciplines are analysed. Waiting time distribution of both type of customers are derived. As a special case, the situation where there is no external entry to the [Formula: see text] line is discussed.
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M, Varalakshmi, Chandrasekaran V M, and Saravanarajan M C. "A Single Server Queue with Immediate Feedback, Working Vacation and Server Breakdown." International Journal of Engineering & Technology 7, no. 4.10 (October 2, 2018): 476. http://dx.doi.org/10.14419/ijet.v7i4.10.21044.
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This paper deals with analyze of a single server queueing system with immediate feedbacks and working vacation. Upon arrival if the customer sees the server to be busy then it joins the tail end of queue. Otherwise if server is idle, the customer gets into service. After completion of service, the customer is allowed to make an immediate feedback in finite number. Busy server may fail for a short interval of time. Using supplementary variable technique the steady state results are deduced. Some system performance measures are discussed
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Rodriguez, Jacqueline, Tracy McKinney, Selma Powell, Zachary Walker, and Krista Vince Garland. "Was this feedback useful? Examining the observation and feedback process for pre-service teachers." Teaching Education 31, no. 2 (August 22, 2018): 144–61. http://dx.doi.org/10.1080/10476210.2018.1508281.
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Chan, Grace Suk Ha, Anna Chun-Hsuan Hsiao, and Ada Lai Yung Lee. "Exploration of Customer Compliant Behavior toward Asain Full-Service Restaurants." International Journal of Marketing Studies 8, no. 2 (March 28, 2016): 46. http://dx.doi.org/10.5539/ijms.v8n2p46.
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<p>The first law of service productivity and quality in restaurants is doing it right the first time. In today’s highly competitive environment, restaurants should acquire feedback from their customers to improve further the products and services they offer. One means to obtain customer feedback is to encourage and facilitate the complaint process. In response to an unhappy service, customers either speak with the management, their friends or do nothing, and they may also expect fair compensation whenever service failure occurs. This study aimed to investigate the complaint behavior of Hong Kong customers toward Asian full-service restaurants. A qualitative approach was adopted with a sample of 30 respondents who often dine in Asian full-service restaurants. Semi-structured questions were asked through an in-depth interview. Based on the results, the reasons for the complaints and complaint behavior of Hong Kong customers were identified, and recommendations were made to provide insights for industrial practitioners.</p>
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Nguyen, Bang, Van-Ho Nguyen, and Thanh Ho. "Sentiment Analysis of Customer Feedback in Online Food Ordering Services." Business Systems Research Journal 12, no. 2 (December 1, 2021): 46–59. http://dx.doi.org/10.2478/bsrj-2021-0018.
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Abstract Background: E-commerce websites have been established expressly as useful online communication platforms, which is rather significant. Through them, users can easily perform online transactions such as shopping or ordering food and sharing their experiences or feedback. Objectives: Customers’ views and sentiments are also analyzed by businesses to assess consumer behavior or a point of view on certain products or services. Methods/Approach: This research proposes a method to extract customers’ opinions and analyse sentiment based on a collected dataset, including 236,867 online Vietnamese reviews published from 2011 to 2020 on foody.vn and diadiemanuong.com. Then, machine learning models were applied and assessed to choose the optimal model. Results: The proposed approach has an accuracy of up to 91.5 percent, according to experimental study findings. Conclusions: The research results can help enterprise managers and service providers get insight into customers’ satisfaction with their products or services and understand their feelings so that they can make adjustments and correct business decisions. It also helps food e-commerce managers ensure a better e-commerce service design and delivery.
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Tontini, Gerson, Júlio Cesar da Silva, Eliane Fátima Strapazzon Beduschi, Elis Regina Mulinari Zanin, and Margarete de Fátima Marcon. "Nonlinear impact of online retail characteristics on customer satisfaction and loyalty." International Journal of Quality and Service Sciences 7, no. 2/3 (June 15, 2015): 152–69. http://dx.doi.org/10.1108/ijqss-02-2015-0021.
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Purpose – The purpose of this paper is to consider the nonlinear impact of online retail stores’ quality dimensions on general customer satisfaction and loyalty. Design/methodology/approach – Using a quantitative approach, 429 online users answered a closed questionnaire regarding their present satisfaction with 26 service attributes, their general satisfaction and loyalty. Using factorial analysis with Varimax rotation, five service-quality dimensions are studied: service accessibility/speed, fault recovery, buying reliability, service and site flexibility and site interaction/feedback. Penalty and reward contrast analysis identifies the Kano model classification of the service-quality dimensions, and the nonlinear impact of these dimensions, and customer satisfaction, on customer loyalty. Findings – The results show that there is a nonlinearity between quality dimensions, customer satisfaction and loyalty. The dimension “service accessibility/speed” has a one-dimensional impact on customer satisfaction, but with higher reward impact than penalty impact. “Fault recovery” is a “must-be”, “buying reliability” and “service flexibility” are “attractive” and “site interaction/feedback” is one-dimensional. Besides, the dimension “service accessibility/speed” has also a direct impact on loyalty if achieving above-average performance, thus reinforcing general customer satisfaction. Originality/value – Few previous papers explore this nonlinearity in online retail services. So, future studies should lead to a theoretical and practical understanding of managing these services. Understanding this nonlinearity may help companies to better identify what improve or offer to customers.
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Chen, Ran, Gui-sheng Hou, and Yu Wang. "Cooperative Innovation in the Medical Supply Chain Based on User Feedback." Complexity 2020 (April 21, 2020): 1–9. http://dx.doi.org/10.1155/2020/7106917.
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Given the importance of users in medical innovation, positive user participation can boost the cooperative innovation process within the medical supply chain. A stochastic differential model based on user feedback is proposed to study the relationship between user feedback and the medical supply chain. The stability and sensitivity of the medical supply chain is analysed through different parameters. The results show that the effect of patient feedback and suggestions from hospitals on the innovation level of medical services and medical products is positive, such that the impact of the innovation level of medical services on users and the effect of patient feedback are positively related to marginal profits and that cooperative innovation is beneficial for medical product and service innovation and the improvement of demand and profits.
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McGraw, Amanda, and Robert Davis. "Mentoring for pre-service teachers and the use of inquiry-oriented feedback." International Journal of Mentoring and Coaching in Education 6, no. 1 (March 6, 2017): 50–63. http://dx.doi.org/10.1108/ijmce-03-2016-0023.
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Purpose The purpose of this paper is to examine the nature of feedback offered by school mentors in three primary and secondary rural schools during pre-service teachers’ (PSTs’) professional placements. In the context of discussions about the need for more integrated theory/practice connections for PSTs which are “mutually reinforced by all programme components” (Teacher Education Ministerial Advisory Group, 2014, p. ix), it aims to examine whether certain contextual features of school environments have an impact on the nature of feedback offered to PSTs. Design/methodology/approach Through a phenomenological analysis of semi-structured interviews, this paper explores the relationship between certain contextual features of school environments and their impact on the effectiveness of mentor feedback practices. Findings It is suggested that teacher mentors are more likely to offer inquiry-oriented feedback informed by well-developed personal theories and values if they teach in schools where feedback processes are promoted as a central part of teachers’ ongoing professional learning. Professional learning experiences, which include classroom observations, peer feedback and a focus on using feedback to enhance students’ learning, extend and deepen teachers’ understandings and beliefs about feedback as well as their repertoire of strategies. Consequently, they are more informed and better able to work with PSTs using inquiry-oriented approaches. Originality/value Through an examination of teacher narratives, this paper presents two frameworks for considering the nature of feedback offered to PSTs by their teacher mentors: inquiry-oriented and instructional-oriented feedback. It argues that teacher mentors are better equipped to use inquiry-oriented feedback approaches and build growth-fostering relationships if they are engaged in ongoing professional learning experiences in their schools based on classroom observations and non-judgemental peer feedback.
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Wuenderlich, Nancy V., Kristina Heinonen, Amy L. Ostrom, Lia Patricio, Rui Sousa, Chris Voss, and Jos G. A. M. Lemmink. "“Futurizing” smart service: implications for service researchers and managers." Journal of Services Marketing 29, no. 6/7 (September 14, 2015): 442–47. http://dx.doi.org/10.1108/jsm-01-2015-0040.
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Purpose – The purpose of this paper is to craft a future research agenda to advance smart service research and practice. Smart services are delivered to or via intelligent objects that feature awareness and connectivity. For service researchers and managers, one of the most fascinating aspects of smart service provision is that the connected object is able to sense its own condition and its surroundings and thus allows for real-time data collection, continuous communication and interactive feedback. Design/methodology/approach – This article is based on discussions in the workshop on “Fresh perspectives on technology in service” at the International Network of Service Researchers on September 26, 2014 at CTF, Karlstad, Sweden. The paper summarizes the discussion on smart services, adds an extensive literature review, provides examples from business practice and develops a structured approach to new research avenues. Findings – We propose that smart services vary on their individual level of autonomous decision-making, visibility and embeddedness in objects and customer lives. Based on a discussion of these characteristics, we identify research avenues regarding the perception and nature of smart services, the adoption of smart services, the innovation through smart services as well as regarding the development of new business models. Originality/value – Smart services is a new emerging topic in service marketing research, their implications on organizations, customers and the service landscape have not been fully explored. We provide a fresh perspective on service research by characterizing relevant aspects of smart service that will stimulate fruitful future research and advance the understanding and practice of smart services.