Web surveys technically allow providing feedback to respondents based on their previous responses. This personalized feedback may not only be used to target follow-up questions, it also allows test results to be returned immediately to respondents. This paper argues that the possibility of...

Firms conduct customer surveys to gather their customers' voice in order to fully understand their perceptions, judgments, attitudes, intentions, and behaviors. Among firms, the practice of surveying customers is widespread. However, if conducted incorrectly, surveys can lead to significant...

Background: Companies often measure their customers' recommendation intention using the loyalty index based on the idea that a customer who has high loyalty and is committed to a brand has the confidence to recommend it to others. The psychological barrier is higher for recommendation intention,...