Customer Feedback Management

Customer Feedback Management is a strategic process within customer relationship management that systematically collects, analyzes, and leverages customer input to enhance product offerings, service delivery, and customer experiences across retail and service environments.

165

Publications

10K

Citations

419

Authors

235

Institutions

Publications per year

2017–2026

Parents

Customer Relationship ManagementProduct ManagementRetail Service Management

Children

Closed-loop Feedback ProcessesComplaint TaxonomyCustomer Churn Feedback AnalysisCustomer Effort MeasurementCustomer Feedback CollectionCustomer Feedback GovernanceCustomer Feedback ReportingCustomer Suggestion ManagementFeedback Data QualityFeedback Escalation

Publications

165

More than Words: The Influence of Affective Content and Linguistic Style Matches in Online Reviews on Conversion Rates

Stephan Ludwig, Ko de Ruyter, Mike Friedman et al. · Journal of Marketing · 2012 · 728 citations · Full text

Business, Marketing, Marketing Management +17

Online Reputation Management: Estimating the Impact of Management Responses on Consumer Reviews

Davide Proserpio, Georgios Zervas · Marketing Science · 2017 · 380 citations · Full text

Management, Marketing, Marketing Management +13

Key factors affecting customer evaluation of discontinuous new products

Robert W. Veryzer · Journal of Product Innovation Management · 1998 · 359 citations

Management, Design, Project Management +14

Personalization technologies

Gediminas Adomavičius, Alexander Tuzhilin · Communications of the ACM · 2005 · 341 citations

Management, Marketing, Marketing Management +12

Impression Management in the Feedback-Seeking Process: A Literaturereview and Research Agenda

Elizabeth Wolfe Morrison, Robert J. Bies · Academy of Management Review · 1991 · 329 citations

Social Sciences, Psychology, Social Psychology +14

1–5 of 165

Authors

419

TG
Thorsten Gruber
University of Manchester, United Kingdom
4 publications · 316 citations
4
h-index
AF
Anders Fundin
Mälardalen University, Sweden
4 publications · 136 citations
4
h-index
RK
Ravi Kumar Gupta
École Centrale de Nantes, France
3 publications · 79 citations
3
h-index
JB
Jamie Burton
University of Manchester, United Kingdom
3 publications · 294 citations
3
h-index
RL
Rob Law
Hong Kong Polytechnic University, Hong Kong SAR China
3 publications · 110 citations
3
h-index

1–5 of 419

Institutions

235

1–8 of 235

Venues

SSRN Electronic Journal
Repository · 4 publications · 473 citations
4
h-index
Journal of Database Marketing & Customer Strategy Management
4 publications · 126 citations
4
h-index
Journal of Business Research
JBR · 4 publications · 176 citations
4
h-index
Journal of Interactive Marketing
JIM · 3 publications · 182 citations
3
h-index
Journal of Services Marketing
2 publications · 92 citations
2
h-index

1–5