Advances in Internet and Smartphones are generating huge amount of customers’ opinion (or VOC: voice of customer) in the online world. VOC is very useful for marketing or product design departments to see the customers’ opinion for the products. In this paper, VOC in online review sites has been collected, stored and analyzed in order to find out what kind of factors can affect the customer pre...

This paper illustrates a framework for Information Technology (IT) service development that translates the Voice of the Customer (VOC) into Service-Oriented Architecture (SOA) design requirements for the retail industry. Contributions of the work include the ability to evaluate SOA based applications in terms of the business value of the services they provide as well as the development of a fra...

Voice of the customer (VOC) is a critical analysis procedure that provides precise information regarding customer input requirements for a product/service output. The ability to conduct a voice of the customer analysis, which could be gained through direct and indirect questioning, will enable engineers and other decision makers to successfully understand customer needs, wants, perceptions, and...

Abstract Product-Service Systems (PSS) have emerged as a key concept to meet the societal and market trends of increasing customer needs through entire life-cycle. Unfortunately, several companies are struggling with getting revenues from service investments translating 'real needs' design improvements. The demand designer go beyond Voice Customer (VoC) is evident. This paper aims map intervent...

The main goals of this research are to determine customers’ requirements from hotels based on TripAdvisor and the technical capabilities fulfill requirements. Latent Dirichlet Allocation (LDA) used in is method customer review TripAdvisor. An output LDA as input Voice Customer (VOC) quality function deployment (QFD). A hotel selected be a case study for implementing integration QFD. Questionnai...

Since the voice of customer (VoC) could be core importance for an organisation's success, it is high significance to identify motivating and demotivating factors that influence customers' intention provide or not feedback on service quality. This study aims observe how awareness issue providing feedback, personal beliefs impact expectations from company, organisational culture decision leave fe...