Capturing the voice of the customer: focus groups versus netnography?

IF 3.6 4区管理学 Q2 MANAGEMENT

Total Quality Management & Business Excellence Pub Date : 2024-06-27 DOI:10.1080/14783363.2024.2369592

Daan Kabel, Jason Martin, Mattias Elg, Lars Witell

引用次数: 0

Abstract

The rapid growth, large volume, and easy access to publicly available netnographic data have increased the need for understanding its potential in leveraging innovation. At the heart of quality man...

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捕捉客户的声音：焦点小组还是网络调查？

公开的网络地理数据增长迅速、数量庞大、获取方便，因此更有必要了解其在利用创新方面的潜力。质量管理的核心是...

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Total Quality Management & Business Excellence MANAGEMENT-

CiteScore

8.90

自引率

12.80%

发文量

期刊介绍： Total Quality Management & Business Excellence is an international journal which sets out to stimulate thought and research in all aspects of total quality management and to provide a natural forum for discussion and dissemination of research results. The journal is designed to encourage interest in all matters relating to total quality management and is intended to appeal to both the academic and professional community working in this area. Total Quality Management & Business Excellence is the culture of an organization committed to customer satisfaction through continuous improvement. This culture varies both from one country to another and between different industries, but has certain essential principles which can be implemented to secure greater market share, increased profits and reduced costs. The journal provides up-to-date research, consultancy work and case studies right across the whole field including quality culture, quality strategy, quality systems, tools and techniques of total quality management and the implementation in both the manufacturing and service sectors. No topics relating to total quality management are excluded from consideration in order to develop business excellence.