Product quality tracking based on digital Voice-of-Customers

IF 3.6 4区管理学 Q2 MANAGEMENT

Total Quality Management & Business Excellence Pub Date : 2023-02-21 DOI:10.1080/14783363.2023.2177147

F. Barravecchia, L. Mastrogiacomo, F. Franceschini

引用次数: 1

Abstract

Nowadays, word of mouth and the Voice-of-Customers have largely left their physical and relational dimension to be replaced by online digital platforms where users can describe their experiences and share them openly. However, the increasing availability of user-generated content, related to the usage of products and services, poses several challenges for research. A key priority is to understand how to use these large amounts of accessible and low-cost data to improve the quality of products and/or services and, consequently, customer satisfaction. The purpose of this paper is to show the potential of digital Voice-of-Customers (digital VoCs) as a source of information to monitor quality over time. The obtained insights may represent a first step towards developing quality tracking tools based on digital VoCs, thereby allowing the evolution of changes in perceived quality to be understood. Some examples accompany the description.

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基于数字客户声音的产品质量跟踪

如今，口口相传和客户之声在很大程度上已经离开了他们的物理和关系维度，取而代之的是在线数字平台，用户可以描述他们的经历并公开分享。然而，与产品和服务的使用有关的用户生成内容的日益增加给研究带来了若干挑战。一个关键的优先事项是了解如何使用这些大量可访问和低成本的数据来提高产品和/或服务的质量，从而提高客户满意度。本文的目的是展示数字客户之声(数字VoCs)作为一种监控质量的信息来源的潜力。所获得的见解可能代表了开发基于数字挥发性有机化合物的质量跟踪工具的第一步，从而允许理解感知质量变化的演变。描述中附有一些例子。

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.