F. Barravecchia, L. Mastrogiacomo, F. Franceschini
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Product quality tracking based on digital Voice-of-Customers
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.
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.
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