Voice of the Customer through Customer Cocreation: the Case of Fuji Xerox Japan
Voice of the Customer through Customer Cocreation: the Case of Fuji Xerox Japan
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通过客户共同创造表达客户之声：日本富士施乐案例
DOI：
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发表时间：
2016
期刊：
影响因子：
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通讯作者：
D. Senoo
中科院分区：
文献类型：
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作者：
Weekij Sachamanorom;D. Senoo
如今，许多公司收集客户的声音（VOC），以便更多地了解客户以及他们对公司或产品/服务的看法。许多收集方法被用来获取这些宝贵的资源。本文介绍了一种通过客户共同创造的客户之声（VOC）收集新方法——“VOC 3.0”。这种新方法旨在通过共同创造活动与客户创造价值，并利用存在于客户和公司的知识。本研究确定了VOC 3.0与其他传统VOC收集方法的差异。本文还提出了vocs3.0的理论框架，并介绍了富士施乐客户共同创造实验室的开放式实验室作为vocs3.0成功企业的案例。从这个案例研究中，使用Process-Workplace-Tool框架列出了收集方法的关键活动。本研究的发现还显示了过程、工作场所和工具的例子，这些可能是VOC 3.0的关键活动。
Nowadays, many companies collect Voice of the Customer (VOC) in order to understand more about customers and the way they think about the companies or products/services. Many collection methods are being used to capture those valuable resources. This paper introduces “VOC 3.0”, a new Voice of the Customer (VOC) collection method through customer co-creation. This new method is aiming to create value with customers through co-creation activities and exploit knowledge residing both in customers and company. This study identifies the differences of VOC 3.0 from other traditional VOC collection methods. We also propose a theoretical framework for VOC 3.0 and introduce the case of Fuji Xerox’s Customer Co-creation laboratory’s open laboratory as an example of a successful company with VOC 3.0. From this case study, key activities of the collection method are listed by using Process-Workplace-Tool framework. Findings in this study also show the examples of process, workplace and tool that might be key activities in VOC 3.0.
影响因子：
11.8
作者：
Prahalad, CK;Ramaswamy, V
通讯作者：
Ramaswamy, V