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@inproceedings{45645, author = {Martíšková, Petra and Švec, Roman}, address = {Vienna, Austria}, booktitle = {Education Excellence and Innovation Management trough Vision 2020: From Regional Development Sustainability to Global Economic Growth; Proceedings of the 29th International Business Information Management Association Conference}, edition = {1.}, editor = {Khalid S. Soliman}, keywords = {customer feedback; B2C e-shops; CRM; customer relationship management}, howpublished = {elektronická verze "online"}, language = {eng}, location = {Vienna, Austria}, isbn = {978-0-9860419-7-6}, pages = {2060-2074}, publisher = {International Business Information Management Association (IBIMA)}, title = {Stimulation of customer feedback in B2C e-shops}, year = {2017} }
TY - JOUR ID - 45645 AU - Martíšková, Petra - Švec, Roman PY - 2017 TI - Stimulation of customer feedback in B2C e-shops PB - International Business Information Management Association (IBIMA) CY - Vienna, Austria SN - 9780986041976 KW - customer feedback KW - B2C e-shops KW - CRM KW - customer relationship management N2 - This paper focuses on customer feedback in B2C e-shops and tries to identify which ways for giving customer feedback are attractive for customers, which obstacles are perceived when customers consider giving their feedback and which stimuli boost giving customer feedback. A method of an electronic questionnaire was used – totally 322 completed questionnaires were further processed. The findings show that the most attractive ways for obtaining customer feedback are electronic questionnaires as a part of e-mail messages and contact form on the website whereas the least attractive way is via Skype. Further, two biggest barriers were perceived: feeling that giving customer feedback is useless and necessity to spend disproportionate amount of time. Finally, the presented findings show that the most important stimulus for giving customer feedback has a form of the opportunity to have a look at the real versions of feedback, provided by other customers. ER -
MARTÍŠKOVÁ, Petra a Roman ŠVEC. Stimulation of customer feedback in B2C e-shops. In Khalid S. Soliman. \textit{Education Excellence and Innovation Management trough Vision 2020: From Regional Development Sustainability to Global Economic Growth; Proceedings of the 29th International Business Information Management Association Conference}. 1. vyd. Vienna, Austria: International Business Information Management Association (IBIMA). s.~2060-2074. ISBN~978-0-9860419-7-6. 2017.
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