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Authors: Enrico Wieck and Jasminko Novak

Affiliation: Stralsund University of Applied Sciences, Germany

Keyword(s): Customer Feedback, Ubiquitous Computing, User-centered Design, Design Science, Reference Process Model.

Related Ontology Subjects/Areas/Topics: Data Communication Networking ; Enterprise Information Systems ; HCI on Enterprise Information Systems ; Human-Computer Interaction ; Internet of Things ; Sensor Networks ; Software Agents and Internet Computing ; Software and Architectures ; Telecommunications

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 several formats:
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; ISSN 2184-4992, SciTePress, pages 269-272. DOI: 10.5220/0003993302690272

@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},
issn={2184-4992},
}

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
IS - 2184-4992
AU - Wieck, E.
AU - Novak, J.
PY - 2012
SP - 269
EP - 272
DO - 10.5220/0003993302690272
PB - SciTePress

- Science and Technology Publications, Lda.
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