Concepedia

Customer Voice

Customer Voice is a formal construct in quality function deployment that represents the systematic translation of customer needs, preferences, and expectations into specific, actionable requirements for product or service design.

107

Publications

7.4K

Citations

227

Authors

128

Institutions

Publications per year

2017–2026

31

Parents

Publications

107

The Voice of the Customer

Abbie Griffin, John R. Hauser · Marketing Science · 1993 · 1.9K citations

, , +12

A comprehensive model of customer direct and indirect revenge: understanding the effects of perceived greed and customer power

Yany Grégoire, Daniel Laufer, Thomas M. Tripp · Journal of the Academy of Marketing Science · 2010 · 500 citations

, , +12

Integrating Kano's model in the planning matrix of quality function deployment

Kay Chen Tan, Xiaoxiang Shen · Total Quality Management · 2000 · 353 citations

, , +12

Foundations of Social Media Marketing

Efthymios Constantinides · Procedia - Social and Behavioral Sciences · 2014 · 310 citations · Full text

, , +12

The Squeaky Wheel Gets the Grease—An Empirical Analysis of Customer Voice and Firm Intervention on Twitter

Liye Ma, Baohong Sun, Sunder Kekre · Marketing Science · 2015 · 249 citations

, , +17

1–5 of 107

Authors

227

  1. NR
    Nichola Robertson

    Deakin University, Australia

    3 publications · 130 citations

    3

    h-index

  2. MX
    Min Xie

    National University of Singapore, Singapore

    3 publications · 175 citations

    3

    h-index

  3. RN
    Robin N. Shaw

    Deakin University, Australia

    2 publications · 83 citations

    2

    h-index

  4. DP
    Davide Proserpio

    University of Southern California, United States

    2 publications · 73 citations

    2

    h-index

  5. MS
    Mohammad Shahin

    The University of Texas at San Antonio, United States

    2 publications · 68 citations

    2

    h-index

1–5 of 227

Institutions

128

  1. National University of Singapore

    Singapore, Singapore

    5 h-index

    11 publications

    756 citations

  2. Deakin University

    Burwood, Australia

    3 h-index

    5 publications

    213 citations

  3. University of Michigan

    Ann Arbor, United States

    3 h-index

    3 publications

    221 citations

  4. Indiana University Bloomington

    Bloomington, United States

    3 h-index

    4 publications

    119 citations

  5. University of Duisburg-Essen

    Essen, Germany

    2 h-index

    4 publications

    70 citations

  6. University of Twente

    Enschede, The Netherlands

    2 h-index

    2 publications

    347 citations

  7. University of Chicago

    Chicago, United States

    2 h-index

    2 publications

    1.9K citations

  8. The University of Texas at San Antonio

    San Antonio, United States

    2 h-index

    8 publications

    252 citations

1–8 of 128

Venues

  1. 4

    h-index

  2. 4

    h-index

  3. SSRN Electronic Journal

    Repository · 3 publications · 48 citations

    3

    h-index

  4. Marketing Science

    3 publications · 2.2K citations

    3

    h-index

  5. 3

    h-index

1–5