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An Empirically Defined Framework for Designing Customer Feedback Systems

Summary: [This abstract is based on the author's abstract.] The customer feedback investment is discussed. A framework for utilizing customer feedback to advance quality in various parts of an organization is discussed. The framework begins by identifying goals and objectives for customer feedback systems. This leads to issues of instrument design, feedback solicitation methods, and data analysis and use. Illustrations are presented in actual use. The study is intended as a reference for managers and students interested in developing customer feedback systems that make a contribution to quality management efforts.

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  • Topics: Customer Satisfaction and Value
  • Keywords: Feedback,Customers
  • Author: Sampson, Scott E.
  • Journal: Quality Management Journal