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Feedback Terminal
A feedback terminal is a physical device that is commonly used to collect large amounts of anonymous real-time feedback from customers, employees, travelers, visitors or students. Typically, feedback terminals feature buttons that users can press to indicate how satisfied they are with the service provided. This information can then used by organisations to analyze where the experience is optimal, and where it can be improved. Applications Feedback terminals are utilized to measure and improve customer and employee experience across a broad range of industries. Feedback terminals have seen use in a wide variety of industries, including retail, healthcare, hospitality industry, airports, and educational institutions. Feedback terminals also allow for the collection of real-time feedback. For example, by collecting real-time feedback in a public restroom, a facilities manager can be alerted if the collected customer experience has dropped below the certain threshold and then ca ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Customer Experience
Customer experience (CX) is a totality of cognitive, affective, sensory, and behavioral consumer responses during all stages of the consumption process including pre-purchase, consumption, and post-purchase stages. Pine and Gilmore described the experience economy as the next level after commodities, goods, and services with memorable events as the final business product. Four realms of experience include esthetic, escapist, entertainment, and educational components. Different dimensions of customer experience include senses, emotions, feelings, perceptions, cognitive evaluations, involvement, memories, as well as spiritual components, and behavioral intentions. The pre-consumption anticipation experience can be described as the amount of pleasure or displeasure received from savoring future events, while the remembered experience is related to a recollection of memories about previous events and experiences of a product or service. Definitions Forbes describes the customer exp ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Feedback Terminal With A Touchscreen
Feedback occurs when outputs of a system are routed back as inputs as part of a chain of cause-and-effect that forms a circuit or loop. The system can then be said to ''feed back'' into itself. The notion of cause-and-effect has to be handled carefully when applied to feedback systems: History Self-regulating mechanisms have existed since antiquity, and the idea of feedback had started to enter economic theory in Britain by the 18th century, but it was not at that time recognized as a universal abstraction and so did not have a name. The first ever known artificial feedback device was a float valve, for maintaining water at a constant level, invented in 270 BC in Alexandria, Egypt. This device illustrated the principle of feedback: a low water level opens the valve, the rising water then provides feedback into the system, closing the valve when the required level is reached. This then reoccurs in a circular fashion as the water level fluctuates. Centrifugal governors were u ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Retail
Retail is the sale of goods and services to consumers, in contrast to wholesaling, which is sale to business or institutional customers. A retailer purchases goods in large quantities from manufacturers, directly or through a wholesaler, and then sells in smaller quantities to consumers for a profit. Retailers are the final link in the supply chain from producers to consumers. Retail markets and shops have a very ancient history, dating back to antiquity. Some of the earliest retailers were itinerant peddlers. Over the centuries, retail shops were transformed from little more than "rude booths" to the sophisticated shopping malls of the modern era. In the digital age, an increasing number of retailers are seeking to reach broader markets by selling through multiple channels, including both bricks and mortar and online retailing. Digital technologies are also affecting the way that consumers pay for goods and services. Retailing support services may also include the provision ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Hospitality Industry
The hospitality industry is a broad category of fields within the service industry that includes lodging, food and drink service, event planning, theme parks, travel and tourism. It includes hotels, tourism agencies, restaurants and bars. Sectors According to the Cambridge Business English Dictionary the "hospitality industry" consists of hotels and food service, equivalent to NAICS code 72, "Accommodation and Food Service". Definition in the United States In 2020, the United States Department of Labor Standard Industrial Classification (SIC) defines the hospitality industry more broadly, including: * 701 Hotels and Motels, including auto courts, bed and breakfast inns, cabins and cottages, casino hotels, hostels, hotels (except residential ones), inns furnishing food and lodging, motels, recreational hotels, resort hotels, seasonal hotels, ski lodges and resorts, tourist cabins and tourist courts * 704 Organization Hotels and Lodging Houses, On a Membership Basis * 58 Eating an ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Airport
An airport is an aerodrome with extended facilities, mostly for commercial air transport. Airports usually consists of a landing area, which comprises an aerially accessible open space including at least one operationally active surface such as a runway for a plane to take off and to land or a helipad, and often includes adjacent utility buildings such as control towers, hangars and terminals, to maintain and monitor aircraft. Larger airports may have airport aprons, taxiway bridges, air traffic control centres, passenger facilities such as restaurants and lounges, and emergency services. In some countries, the US in particular, airports also typically have one or more fixed-base operators, serving general aviation. Operating airports is extremely complicated, with a complex system of aircraft support services, passenger services, and aircraft control services contained within the operation. Thus airports can be major employers, as well as important hubs for tourism ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Education
Education is a purposeful activity directed at achieving certain aims, such as transmitting knowledge or fostering skills and character traits. These aims may include the development of understanding, rationality, kindness, and honesty. Various researchers emphasize the role of critical thinking in order to distinguish education from indoctrination. Some theorists require that education results in an improvement of the student while others prefer a value-neutral definition of the term. In a slightly different sense, education may also refer, not to the process, but to the product of this process: the mental states and dispositions possessed by educated people. Education originated as the transmission of cultural heritage from one generation to the next. Today, educational goals increasingly encompass new ideas such as the liberation of learners, skills needed for modern society, empathy, and complex vocational skills. Types of education are commonly divided into formal ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Public Restroom
A public toilet, restroom, public bathroom or washroom is a room or small building with toilets (or urinals) and sinks for use by the general public. The facilities are available to customers, travelers, employees of a business, school pupils and prisoners and are commonly sex segregation, separated into male and female toilets, although unisex toilet, some are unisex, especially for small or single-occupancy public toilets. Increasingly, accessible toilet, public toilets are accessible to people with disabilities. Depending on the culture, there may be varying degrees of separation between males and females and different levels of privacy. Typically, the entire room, or a stall or cubicle containing a toilet, is lockable. Urinals, if present in a male toilet, are typically mounted on a wall with or without a divider between them. local authority, Local authorities or commercial businesses may provide public toilet facilities. Some are unattended while others are staffed by an ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Facility Management
Facility management or facilities management (FM) is a professional management discipline focused on the efficient and effective delivery of logistics and other support services related to real property and buildings. It encompasses multiple disciplines to ensure functionality, comfort, safety and efficiency of the built environment by integrating people, place, process and technology, as defined by the International Organization for Standardization (ISO). The profession is certified through Global Facility Management Association (Global FM) member organizations. History The term, "facilities management" was coined in the 1960s by IBM alumnus and Electronic Data Systems founder Ross Perot, in reference to network management of IT systems, and soon expanded to include all elements of commercial space management. Facility management as integral to the processes of strategic organizational planning was represented during a 1979 conference sponsored by Herman Miller. Following the ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Net Promoter Score
Net promoter score (NPS) is a widely used market research metric that is based on a single survey question asking respondents to rate the likelihood that they would recommend a company, product, or a service to a friend or colleague. The NPS is a proprietary instrument developed by Fred Reichheld, who owns the registered NPS trademark in conjunction with Bain & Company and Satmetrix. Its popularity and broad use have been attributed to its simplicity and transparent methodology. The NPS assumes a subdivision of respondents into "promoters" who provide ratings of 9 or 10, "passives" who provide ratings of 7 or 8, and "detractors" who provide ratings of 6 or lower. The net promoter score results from a calculation that involves subtracting the percentage of detractors from the percentage of promoters collected by the survey item. The result of the calculation is typically expressed as an integer rather than a percentage. The core ''How likely would you be to recommend...'' question i ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Loyalty Business Model
The loyalty business model is a business model used in strategic management in which company resources are employed so as to increase the loyalty of customers and other stakeholders in the expectation that corporate objectives will be met or surpassed. A typical example of this type of model is: quality of product or service leads to customer satisfaction, which leads to customer loyalty, which leads to profitability. The service quality model A model by Kaj Storbacka, Tore Strandvik, and Christian Grönroos (1994), the service quality model, is more detailed than the basic loyalty business model but arrives at the same conclusion. In it, customer satisfaction is first based on a recent experience of the product or service. This assessment depends on prior expectations of overall quality compared to the actual performance received. If the recent experience exceeds prior expectations, customer satisfaction is likely to be high. Customer satisfaction can also be high even with ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Survey (human Research)
In research of human subjects, a survey is a list of questions aimed for extracting specific data from a particular group of people. Surveys may be conducted by phone, mail, via the internet, and also at street corners or in malls. Surveys are used to gather or gain knowledge in fields such as social research and demography. Survey research is often used to assess thoughts, opinions and feelings. Surveys can be specific and limited, or they can have more global, widespread goals. Psychologists and sociologists often use surveys to analyze behavior, while it is also used to meet the more pragmatic needs of the media, such as, in evaluating political candidates, public health officials, professional organizations, and advertising and marketing directors. Survey research has also been employed in various medical and surgical fields to gather information about healthcare personnel’s practice patterns and professional attitudes toward various clinical problems and diseases. Healthcar ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Multiple Choice
Multiple choice (MC), objective response or MCQ (for multiple choice question) is a form of an objective assessment in which respondents are asked to select only correct answers from the choices offered as a list. The multiple choice format is most frequently used in educational testing, in market research, and in elections, when a person chooses between multiple candidates, parties, or policies. Although E. L. Thorndike developed an early scientific approach to testing students, it was his assistant Benjamin D. Wood who developed the multiple-choice test. Multiple-choice testing increased in popularity in the mid-20th century when scanners and data-processing machines were developed to check the result. Christopher P. Sole created the first multiple-choice examination for computers on a Sharp Mz 80 computer in 1982. It was developed to aid people with dyslexia cope with agricultural subjects, as Latin plant names can be difficult to understand and write. Structure Multipl ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
