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@inproceedings{45641, author = {Martíšková, Petra and Švec, Roman}, address = {Seville, Španělsko}, booktitle = {Vision 2020: Innovation Management, Development Sustainability, and Competitive Economic Growth; Proceedings of the 28th International Business Information Management Association Conference (IBIMA)}, edition = {1.}, editor = {Khalid S. Soliman}, keywords = {customer feedback; online customer feedback tool; Staffino; customer value; customer relationship management}, howpublished = {elektronická verze "online"}, language = {eng}, location = {Seville, Španělsko}, isbn = {978-0-9860419-8-3}, pages = {657-670}, publisher = {Internationa Business Information Management Association (IBIMA)}, title = {Obtaining Customer Feedback: Experience of “Staffino” from the Managerial Point of View}, year = {2016} }
TY - JOUR ID - 45641 AU - Martíšková, Petra - Švec, Roman PY - 2016 TI - Obtaining Customer Feedback: Experience of “Staffino” from the Managerial Point of View PB - Internationa Business Information Management Association (IBIMA) CY - Seville, Španělsko SN - 9780986041983 KW - customer feedback KW - online customer feedback tool KW - Staffino KW - customer value KW - customer relationship management N2 - Customer feedback is beneficial for business establishments because it is able to identify their weaknesses and strengths. This paper deals with Staffino: a specialized tool for obtaining customer feedback. The aim of the paper is to find out managers' experience of this tool. In order to do this, twenty-three interviews with managers were analysed with use of the qualitative approach in the form of content analysis. There were identified four main thematic scopes: (1) how Staffino helps in doing business in general, (2) Staffino as an opportunity to communicate with customers, (3) received feedback/evaluation as an impulse for improving business practices and (4) relation between staff and obtained feedback, especially in the context of remuneration. ER -
MARTÍŠKOVÁ, Petra a Roman ŠVEC. Obtaining Customer Feedback: Experience of “Staffino” from the Managerial Point of View. In Khalid S. Soliman. \textit{Vision 2020: Innovation Management, Development Sustainability, and Competitive Economic Growth; Proceedings of the 28th International Business Information Management Association Conference (IBIMA)}. 1. vyd. Seville, Španělsko: Internationa Business Information Management Association (IBIMA). s.~657-670. ISBN~978-0-9860419-8-3. 2016.
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