Ballandies, M.C., Holzwarth, V., Sunderland, B. et al. (2 more authors) (2024) Advancing Customer Feedback Systems with Blockchain. Business & Information Systems Engineering. ISSN 2363-7005
Abstract
Organizations have to adjust to changes in the ecosystem, and customer feedback systems (CFS) provide important information to adapt products and services to changing customer preferences. However, current systems are limited to single-dimensional rating scales and are subject to self-selection biases. The work contributes design principles for CFS and implements a CFS that advances current systems by means of contextualized feedback according to specific organizational objectives. The authors apply Design Science Research (DSR) methodology and report on a longitudinal DSR journey considering multiple stakeholder values by utilizing value-sensitive design methods. They conducted expert interviews, design workshops, demonstrations, and a four-day experiment in an organizational setup, involving 132 customers of a major Swiss library. In the process, the identified design principles and the implemented software artifact were validated qualitatively and quantitatively, leading to conclusions for their efficient instantiation. The authors found that i) blockchain technology can afford four design principles of effective CFS. Also, ii) combining DSR with value-sensitive design methods explicitly provides rationale for design principles in the form of identified important values. Moreover, iii) combining DSR with value-sensitive design methods makes the construction of software artifacts more efficient it terms of design time by restricting the design space of a software artifact to those options that align with stakeholder values. The findings of this work thus extend the knowledge about the design of CFS and offer both researchers a theoretical contribution to reasoning about design principles and managers and decision makers a guide for the efficient design of software artifacts.
Metadata
Item Type: | Article |
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Authors/Creators: |
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Copyright, Publisher and Additional Information: | © The Author(s) 2024. This article is licensed under a Creative Commons Attribution 4.0 International License, which permits use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons licence, and indicate if changes were made. The images or other third party material in this article are included in the article's Creative Commons licence, unless indicated otherwise in a credit line to the material. If material is not included in the article's Creative Commons licence and your intended use is not permitted by statutory regulation or exceeds the permitted use, you will need to obtain permission directly from the copyright holder. To view a copy of this licence, visit http://creativecommons.org/licenses/by/4.0/. |
Keywords: | Design science research; Blockchain; Feedback system; Cryptoeconomics; Value-sensitive design; Token engineering; Token incentives |
Dates: |
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Institution: | The University of Leeds |
Academic Units: | The University of Leeds > Faculty of Engineering & Physical Sciences (Leeds) > School of Computing (Leeds) > Distributed Systems & Services |
Funding Information: | Funder Grant number MRC (Medical Research Council) MR/W009560/1 |
Depositing User: | Symplectic Publications |
Date Deposited: | 05 Jul 2024 13:11 |
Last Modified: | 05 Jul 2024 13:11 |
Status: | Published online |
Publisher: | Springer Nature |
Identification Number: | 10.1007/s12599-024-00873-8 |
Open Archives Initiative ID (OAI ID): | oai:eprints.whiterose.ac.uk:213923 |