scholarly journals Systematic e-Service Innovation

2021 ◽  
Author(s):  
Darrell Mann
Keyword(s):  
Service Industry ◽  
Service Innovation ◽  
Service Operations ◽  
Data Capture ◽  
Digital Data ◽  
Market Evolution ◽  
Trade Offs ◽  
The Voice ◽  
Voice Of The Customer

Most service innovation attempts end in failure. Systematic e-Service Innovation is the result of a twenty-year program of research to reveal the ‘DNA’ of the successful attempts. The research shows: 1. Most service innovation attempts fail on their first day because they begin from a false understanding of what customers want. Organisations know they are supposed to listen to the ‘voice of the customer’, but, despite massive amounts of digital data capture, they still have little idea what to listen for. 2. The number of service challenges is very finite, and guaranteed that someone, somewhere has already solved your service problem. 3. The most powerful solutions are the ones that successfully eliminate the compromises and trade-offs conventionally viewed as inherent to service operations. 4. There are only a small number of possible strategies for overcoming such contradictions. 5. Service industry strategy, business and market evolution trends follow highly predictable paths.

scholarly journals World Café method integrated with QFD for obtaining the Voice of the Customer

Production ◽  
2018 ◽  
Vol 28 (0) ◽  
Author(s):  
Jair Gustavo de Mello Torres ◽  
Pedro Luiz de Oliveira Costa Neto
Keyword(s):  
World Cafe ◽  
The Voice ◽  
Voice Of The Customer

Voice of the Customer Oriented New Product Synthesis Over Knowledge Graphs

2018 ◽  
Author(s):  
Feiwei Qin ◽  
Hairui Xu ◽  
Weicheng Zhang ◽  
Lin Yuan ◽  
Ming Li ◽  
...  
Keyword(s):  
Language Processing ◽  
Online Shopping ◽  
Specific Aspect ◽  
Product Reviews ◽  
Product Knowledge ◽  
Online Data ◽  
Challenges And Opportunities ◽  
Knowledge Graphs ◽  
The Voice ◽  
Voice Of The Customer

The online shopping has been much easier and popular, and meanwhile brings new challenges and opportunities to the field of product design and marketing sale. On one hand, product manufacturers find it challenging to produce new popularly accepted products to meet the customers’ needs; on the other hand, end customers usually feel it difficult to buy ideal goods that they really want, even if navigating a huge amount of commodities. There are indeed a ‘communication gap’ between the customers and manufacturers. As an effort to partially resolve the issue, this paper proposes a novel product synthesis approach from ‘voice of the customer’ over product knowledge graphs. Here the voice of customers mainly refer to the buyers’ product reviews from online shopping platforms or blogs, while the product knowledge graph is constructed containing professional hierarchical product knowledge on its properties based on ontological models. Using the technologies of natural language processing, we first extract the customs’ polarities on each specific aspect of a product, which are then transited to design requirements on the product’s design components. Based on the requirement extractions, and the pre-built product knowledge, semantic web and reasoning techniques are utilized to synthesize a novel product that meets more customer needs. Typical case studies on mobile phones from raw online data demonstrate the proposed approach’s performance.

QFD: Echoing the Voice of the Customer

1991 ◽  
Vol 70 (2) ◽  
pp. 18-32 ◽  
Author(s):  
Patrick G. Brown
Keyword(s):  
The Voice ◽  
Voice Of The Customer

Food and beverage operations and management

2019 ◽  
Author(s):  
John Cousins ◽  
David Foskett ◽  
David Graham ◽  
Amy Hollier
Keyword(s):  
Financial Management ◽  
Service Industry ◽  
Customer Relations ◽  
Food Service ◽  
Service Operations ◽  
Management Team ◽  
Team Development ◽  
Service Operation ◽  
Operational Management ◽  
Food And Beverage

Food and beverage (or food service) operations are concerned with the provision of food and a variety of beverages within business. The international food service industry provides millions of meals a day in a wide variety of types of food service operation. For managers in food and beverage operations, skills in marketing, merchandising, staff management, team development, training, customer relations, financial management and operational management are necessary for the management of both the service sequence (delivery) and the customer process (experience), and ultimately for the survival of the business. The various elements that make up a food and beverage operation can be summarised into the eight stages of the Food Service Cycle.

Listening to the voice of the customer

2010 ◽  
pp. 242-257
Author(s):  
Sam Schauerman ◽  
Donna Manno ◽  
Burt Peachy
Keyword(s):  
The Voice ◽  
Voice Of The Customer

Research on Innovation Mechanism and Model of Logistics Enterprise

2010 ◽  
Vol 1 (3) ◽  
pp. 62-87
Author(s):  
Zhang Mu ◽  
Li Wenli ◽  
Luo Jing ◽  
Ye Xiang ◽  
Ren Congying ◽  
...  
Keyword(s):  
Industrial Structure ◽  
Service Industry ◽  
Supply And Demand ◽  
Service Innovation ◽  
Value Added ◽  
Developed Countries ◽  
Logistics Enterprise ◽  
Logistics Service ◽  
Logistics Enterprises ◽  
Innovation Model

As a new field in the service industry, logistics is growing rapidly and is regarded as a fundamental industry in a national economy. Its development is an important symbol of a country’s modernization and national strength. It also works as an accelerator in economic development. At the initial stage of transforming traditional logistics service to a modern logistics service in China, logistics enterprises have encountered many difficulties and problems including an imbalanced supply and demand, distempered industrial structure, faultiness of serving process and backwardness of logistics technology since 2005.Compared with developed countries, there is a great gap between Chinese logistics enterprises and advanced countries’ in the aspects of service concepts, model, and content and techniques. Therefore, based on the service innovation driving model theory, the authors analyze the integrated innovation model of logistics enterprises, logistics technology and network model, and the value-added service model. The authors select Shenzhen China Overseas Logistics Co. LTD (COL) as the empirical object to analyze its operation of technology and non-technology innovation and summarize its inner and outer driving force on promoting service innovation.

Consumer Trade-Offs and the Evaluation of Services

1995 ◽  
Vol 59 (1) ◽  
pp. 17-28 ◽  
Author(s):  
Amy Ostrom ◽  
Dawn Lacobucci
Keyword(s):  
Conjoint Analysis ◽  
Service Industry ◽  
Price Level ◽  
Theoretical Explanation ◽  
Evaluative Judgment ◽  
Consumer Evaluations ◽  
Mediating Factors ◽  
Trade Offs ◽  
Credence Services ◽  
The Impact

The evaluation of services by consumers in terms of service attributes that should have an impact on judgments as well as the nature of the judgments themselves are investigated. A conjoint analysis is used to examine subjects’ utilities for service alternatives that differ in terms of price, level of quality, friendliness of the service personnel, and the degree of customization of the service. The impact on subjects’ utilities was studied in relation to several factors, including the type of service industry being evaluated (i.e., experience or credence services); the criticality of the service situation (i.e., high or low importance that the service be executed well); and the type of evaluative judgment asked of the respondent (i.e., ratings of subjects’ anticipated satisfaction, value, or likelihood of purchase). The results indicate that all service attributes are important to consumers and that their importance varies with the mediating factors. For example, consumers are price sensitive for less critical purchase situations, whereas quality is more important for credence services. The findings allow for a parsimonious theoretical explanation based on risk and the clarification of some constructs in the area of consumer evaluations.

7. Digital Data Capture in the Characterisation of Diurnal Correlates of Mood Instability

2018 ◽  
Vol 83 (9) ◽  
pp. S3
Author(s):  
Kate Saunders ◽  
Oliver Carr ◽  
Amy Bilderbeck ◽  
Athanasios Tsanas ◽  
Niclas Palmius ◽  
...  
Keyword(s):  
Data Capture ◽  
Digital Data ◽  
Mood Instability

Defining network capabilities using the voice of the customer

1994 ◽  
Vol 12 (2) ◽  
pp. 228-233 ◽  
Author(s):  
P.G. Brown ◽  
P.V. Harrington
Keyword(s):  
The Voice ◽  
Voice Of The Customer
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