Towards a User-centered Ubiquitous Customer Feedback Elicitation Framework

Enrico Wieck, Jasminko Novak

Abstract

This paper suggests a customer-driven approach for regular elicitation of customer feedback for vendors. Ubiquity and user-centeredness are assumed as central enablers of customer-driven feedback elicitation embedded in customer’s common consumption and/or purchase environment (e.g. point of sale). Following the design science methodology, a user-centered ubiquitous customer feedback elicitation framework is developed as an artifact that can support vendors in developing corresponding systems. The framework is evaluated by producing a concrete system instantiation realized with low-fidelty prototyping and wizard-of-oz techniques. Evaluation results indicate the suitability of the proposed approach: the framework was applicable for the development of a ubiquitous customer feedback elicitation system and the resulting low-fidelity prototype was rated as suitable for ubiquitous and user-centred feedback elicitation.

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Paper Citation


in Harvard Style

Wieck E. and Novak J. (2012). Towards a User-centered Ubiquitous Customer Feedback Elicitation Framework . In Proceedings of the 14th International Conference on Enterprise Information Systems - Volume 3: ICEIS, ISBN 978-989-8565-12-9, pages 269-272. DOI: 10.5220/0003993302690272


in Bibtex Style

@conference{iceis12,
author={Enrico Wieck and Jasminko Novak},
title={Towards a User-centered Ubiquitous Customer Feedback Elicitation Framework},
booktitle={Proceedings of the 14th International Conference on Enterprise Information Systems - Volume 3: ICEIS,},
year={2012},
pages={269-272},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0003993302690272},
isbn={978-989-8565-12-9},
}


in EndNote Style

TY - CONF
JO - Proceedings of the 14th International Conference on Enterprise Information Systems - Volume 3: ICEIS,
TI - Towards a User-centered Ubiquitous Customer Feedback Elicitation Framework
SN - 978-989-8565-12-9
AU - Wieck E.
AU - Novak J.
PY - 2012
SP - 269
EP - 272
DO - 10.5220/0003993302690272