Citation
(2001), "Institutionalizing customer-driven learning through fully integrated customer feedback systems", Measuring Business Excellence, Vol. 5 No. 1. https://doi.org/10.1108/mbe.2001.26705aaf.012
Publisher
:Emerald Group Publishing Limited
Copyright © 2001, MCB UP Limited
Institutionalizing customer-driven learning through fully integrated customer feedback systems
Institutionalizing customer-driven learning through fully integrated customer feedback systems
J. Wirtz and M. Tomlin, Managing Service Quality (UK), Vol. 10 No. 4, 2000
Asserts that an institutionalized customer feedback system (CFS) can be used to support learning and a customer-driven orientation and suggests initially limiting its scope to service quality as the highest priority; lists the seven components of an effective CFS and examines each in detail: development and management of service indicators, standards and performance targets; selection of cost-effective customer feedback collection tools and feedback process management; an appropriate IT system; a reporting system; a service recovery system; a system to support team learning and training activities; and a central feedback unit and department representatives. Includes observations and lessons learned by an Arthur D. Little team during CFS implementation.
Quality focus says: A theoretical article but strong on practical implications.