The Czech Science Foundation project

We are currently solving a project supported by the Czech Science Foundation (project No. GA16-16260S). Its aim is to explore if, how, and why the producers gather information about consumer (dis)satisfaction and consumer return/disposal behaviour and how they utilize such data in their quality improvements initiatives. The research will contribute to current knowledge on the role of the consumer feedback in the continuous improvement processes. Specifically, it will provide better understanding if and how producers can diminish reverse flows by employing the knowledge about consumer (dis)satisfaction and return/disposal behaviour. The secondary ambition of the research is to investigate the effectiveness of measures of such consumer feedback in quality and knowledge management. You can check the already published results here.