Cornell University
Library
Cornell UniversityLibrary

eCommons

Help
Log In(current)
  1. Home
  2. Cornell SC Johnson College of Business
  3. Cornell Peter and Stephanie Nolan School of Hotel Administration
  4. Centers and Institutes
  5. The Center for Hospitality Research (CHR)
  6. Center for Hospitality Research Publications
  7. On the Frequency and Detail of Feedback

On the Frequency and Detail of Feedback

File(s)
On the Frequency and Detail of Feedback.pdf (597.13 KB)
Permanent Link(s)
https://hdl.handle.net/1813/114195
Collections
Center for Hospitality Research Publications
Center for Hospitality Research Research Briefs
Author
Casas-Arce, Pablo
Lourenço, Sofia
Martínez-Jerez, Asís
Abstract

Instant feedback is the hallmark of our connected society. Customers are frequently requested to give stars to the rideshare that just took them home, the restaurant where they just ate, or the phone app they just used. Likes, emoticons, and reforwarding rates immediately measure the success of both public personalities and private individuals. Further, the seemingly infinite storage capacity of the cloud and the unrelenting progress of computing power have given firms the means to process and synthesize huge information flows that can support decision-making and control processes. In this context, it is natural to think that providing detailed feedback as frequently as possible would improve decision-making. However, that may not always be the case, as we explain in this article.

Date Issued
2024-02-02
Keywords
feedback
•
customer satisfaction
Rights
Attribution 4.0 International
Rights URI
http://creativecommons.org/licenses/by/4.0/
Type
article

Site Statistics | Help

About eCommons | Policies | Terms of use | Contact Us

copyright © 2002-2026 Cornell University Library | Privacy | Web Accessibility Assistance