Conceptual model for exploring the factors which impact reaching the voice of customers
2022
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Since the voice of the customer (VoC) could be of core importance for an organisation's success, it is of high significance to identify the motivating and demotivating factors that influence the customers' intention to provide or not to provide feedback on service quality. This study aims to observe how awareness on the issue of providing feedback, personal beliefs on the impact of feedback, expectations from the company, and organisational culture impact the customers' decision to leave feedback. To explore the influence of the chosen factors an online survey was conducted and the Structural Equation Modeling (SEM) analysis was employed. The results show that awareness and organisational culture have a positive impact on the customers' decision to provide feedback, while the expectations from the company have a negative impact on such customer behaviour. The presented conceptual model might provide novel viewpoints into the factors which impact customers' behaviour regarding their dec...isions to provide feedback and initiate further studies on the topic of VoC.
Ključne reči:
the voice of the customer / service quality / SEM analysis / customer involvement / customer feedback / conceptual modelIzvor:
Drustvena Istrazivanja, 2022, 31, 4, 597-617Izdavač:
- Inst Of Social Sciences Ivo Pilar, Zagreb
DOI: 10.5559/di.31.4.02
ISSN: 1330-0288
WoS: 000965824700002
Scopus: 2-s2.0-85144526895
Institucija/grupa
Fakultet organizacionih naukaTY - JOUR AU - Obradović, Marina AU - Bogićević, Dušan AU - Glogovac, Maja AU - Maričić, Milica PY - 2022 UR - https://rfos.fon.bg.ac.rs/handle/123456789/2422 AB - Since the voice of the customer (VoC) could be of core importance for an organisation's success, it is of high significance to identify the motivating and demotivating factors that influence the customers' intention to provide or not to provide feedback on service quality. This study aims to observe how awareness on the issue of providing feedback, personal beliefs on the impact of feedback, expectations from the company, and organisational culture impact the customers' decision to leave feedback. To explore the influence of the chosen factors an online survey was conducted and the Structural Equation Modeling (SEM) analysis was employed. The results show that awareness and organisational culture have a positive impact on the customers' decision to provide feedback, while the expectations from the company have a negative impact on such customer behaviour. The presented conceptual model might provide novel viewpoints into the factors which impact customers' behaviour regarding their decisions to provide feedback and initiate further studies on the topic of VoC. PB - Inst Of Social Sciences Ivo Pilar, Zagreb T2 - Drustvena Istrazivanja T1 - Conceptual model for exploring the factors which impact reaching the voice of customers EP - 617 IS - 4 SP - 597 VL - 31 DO - 10.5559/di.31.4.02 UR - conv_2898 ER -
@article{ author = "Obradović, Marina and Bogićević, Dušan and Glogovac, Maja and Maričić, Milica", year = "2022", abstract = "Since the voice of the customer (VoC) could be of core importance for an organisation's success, it is of high significance to identify the motivating and demotivating factors that influence the customers' intention to provide or not to provide feedback on service quality. This study aims to observe how awareness on the issue of providing feedback, personal beliefs on the impact of feedback, expectations from the company, and organisational culture impact the customers' decision to leave feedback. To explore the influence of the chosen factors an online survey was conducted and the Structural Equation Modeling (SEM) analysis was employed. The results show that awareness and organisational culture have a positive impact on the customers' decision to provide feedback, while the expectations from the company have a negative impact on such customer behaviour. The presented conceptual model might provide novel viewpoints into the factors which impact customers' behaviour regarding their decisions to provide feedback and initiate further studies on the topic of VoC.", publisher = "Inst Of Social Sciences Ivo Pilar, Zagreb", journal = "Drustvena Istrazivanja", title = "Conceptual model for exploring the factors which impact reaching the voice of customers", pages = "617-597", number = "4", volume = "31", doi = "10.5559/di.31.4.02", url = "conv_2898" }
Obradović, M., Bogićević, D., Glogovac, M.,& Maričić, M.. (2022). Conceptual model for exploring the factors which impact reaching the voice of customers. in Drustvena Istrazivanja Inst Of Social Sciences Ivo Pilar, Zagreb., 31(4), 597-617. https://doi.org/10.5559/di.31.4.02 conv_2898
Obradović M, Bogićević D, Glogovac M, Maričić M. Conceptual model for exploring the factors which impact reaching the voice of customers. in Drustvena Istrazivanja. 2022;31(4):597-617. doi:10.5559/di.31.4.02 conv_2898 .
Obradović, Marina, Bogićević, Dušan, Glogovac, Maja, Maričić, Milica, "Conceptual model for exploring the factors which impact reaching the voice of customers" in Drustvena Istrazivanja, 31, no. 4 (2022):597-617, https://doi.org/10.5559/di.31.4.02 ., conv_2898 .