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This study aims to explore the various approaches used in the general customer service industry to develop a conceptual framework for evaluating the responses of facility managers to user post-occupancy feedback.

This study uses conceptual analysis based on a comprehensive review of relevant literature.

The results of the study established 24 propositions which are categorised under organisational response dimensions specific to facilities management (FM): timeliness, facilitation, redress, apology, credibility of explanation, attentiveness, effort and their relationships with overall satisfaction and post-feedback behaviour, such as word of mouth and acceptance to continue using the facilities.

The established propositions are derived from existing theories using a deductive approach. The framework can be further enhanced to suit various applications in FM services.

This conceptual framework is a generic model, appropriate to many FM scenarios. The framework can be used to develop standard policies and procedures to foster and encourage collaborative relationships between users and facility managers. It reinforces transparency and trust between facility managers and users during the operation and management of the facilities, and improves FM effectiveness, facility performance and user post-occupancy experience.

In the FM area, no systematic approach has been previously established to evaluate and improve the response process to the users’ feedback. The proposed framework is a pioneer contribution in this area.

An important issue in the management of a web‐based user community, where users are registered to a web portal, is to identify patterns of users' interest. In this context, the users' feedback plays a major role. The purpose of this paper is to define a novel framework analysis for managing the feedback given by registered visitors of a web site.

The paper presents a new technique to integrate the feedback explicitly given by users into already existing user profiles. The authors introduce the novel concepts of scope, filtering, and relevance profiles for managing users' feedback. The new concept of Relevance Profile (RP) is defined.

Using the framework, the authors were able to discover patterns of usage of registered users of a web site.

The practical applicability of the approach is validated by a use case study showing how the framework can be used with a real web site. The authors used Gugubarra as a reference system, a prototype for creating and managing web user profiles, developed by the DBIS group at the Goethe‐University of Frankfurt.

A new way to integrate the user feedback into interest profiles and a novel framework to analyze and discover patterns of interests are presented. The paper is an extended version (more than 50 per cent novel material) of a previous paper presented at the iiWAS2010 conference.

The purpose of this study is to investigate the motivational process underlying users’ intention to provide feedback on user-contributed knowledge in professional online communities. User feedback can serve as a means of indicating the credibility of the online content, which can help community members in their knowledge-seeking process. Adopting such a user feedback mechanism is beneficial for users to identify relevant and credible content efficiently and for an online community to sustain itself.

Drawing on self-determination theory, an integrated model is proposed. In this model, behavioural intention is defined as the consequence of motivational orientations whose antecedences include various social factors. The model is empirically tested using survey data collected online and the structural equation modelling techniques.

The results show that users’ intention to provide feedback is primarily influenced by autonomous motivation. Autonomous motivation is in turn affected by social factors, including reciprocity, online reputation, trust in the user involvement mechanisms and affective and normative community commitments.

This study adds value to prior studies by stressing the significance and feasibility of user feedback in helping members of professional online communities with their knowledge-seeking process. It also contributes to the literature on user participation in these communities by showing the efficacy of a motivational process perspective and the role of motivational orientations, in particular, in explaining users’ behavioural intention.

Mental health service user involvement in education has gained momentum and prominence over the past decade, but service user involvement in the assessment of students' practice remains underdeveloped. This paper reports findings from a qualitative analysis of documentary data that captured service users' feedback to mental health student nurses about their practice. Third year mental health nursing students in acute inpatient placements were required to elicit, record and reflect on the feedback that service users gave them about their practice.One hundred and eighty eight accounts of this feedback were analysed and findings are presented in terms of the methods that students used to gain feedback and the issues that emerged from this. The analysis also explored the role that students appear to play in care delivery and what aspects of their role service users most valued. The impact that the feedback had on the students' learning and practice is examined and discussed in relation to future opportunities for, and likely barriers to, continued service user involvement in assessing students' practice.

The purpose of this paper is to improve users’ search results relevancy by manipulating their explicit feedback.

CoRRe – an explicit feedback model integrating three popular feedback, namely, Comment-Rating-Referral is proposed in this study. The model is further enhanced using case-based reasoning in retrieving the top-5 results. A search engine prototype was developed using Text REtrieval Conference as the document collection, and results were evaluated at three levels (i.e. top-5, 10 and 15). A user evaluation involving 28 students was administered, focussing on 20 queries.

Both Mean Average Precision and Normalized Discounted Cumulative Gain results indicate CoRRe to have the highest retrieval precisions at all the three levels compared to the other feedback models. Furthermore, independent t-tests showed the precision differences to be significant. Rating was found to be the most popular technique among the participants, producing the best precision compared to referral and comments.

The findings suggest that search retrieval relevance can be significantly improved when users’ explicit feedback are integrated, therefore web-based systems should find ways to manipulate users’ feedback to provide better recommendations or search results to the users.

The study is novel in the sense that users’ comment, rating and referral were taken into consideration to improve their overall search experience.

Examines the use of query reformulation, and particularly the use of relevance feedback by users of the Excite Web search engine. A total of 985 user search sessions from a data set of 18,113 user search sessions containing 51,473 queries were examined. Includes a qualitative and quantitative analysis of 191 user sessions including more than one query, to examine patterns of user query reformulation; and second, all 804 user sessions including relevance feedback were examined. Results show limited use of query reformulation and relevance feedback by Excite users – only one in five users reformulated queries. Most relevance feedback sessions were successful. Identifies the most common pattern of searching and discusses implications for Web search system design.

The purpose of this paper is to explore routes of dissatisfaction feedback transferrals within a Swedish machine industry segment. The study focuses upon transferrals from dissatisfied users to the product development organizations. There is also an interest in determining whether the feedback is reliable and, if not, how to improve the reliability of this information to create a better basis for decision‐making.

The paper presents the results from a qualitative interview‐based study of 16 product development organizations and their customer dissatisfaction feedback systems. About 84 percent of the companies within a machine industry segment in Sweden are covered. Based on the empirical investigation, a typology describes four different dissatisfaction feedback constructs, depending on whether the feedback system is active or passive, and on whether the feedback is codified or personalized.

The study indicates that parallel usage of codified and personalized dissatisfaction feedback, compared to using these transferrals in isolation only, improves reliability of dissatisfaction information and puts product developers in a better position when deciding on future actions. However, a real challenge is how to turn passive dissatisfaction routes into active ones. Managing passive dissatisfaction routes with service personnel and call centres as knowledge carriers more actively in product development can certainly reveal many of the hidden needs of users.

Our project is essentially managerial, aiming to provide managers and other decision‐makers with a framework to establish reliable and adequate customer feedback systems for more effective product development.

Exponential growth in online video content makes viewing choice and video promotion increasingly challenging. While explicit recommendation systems have value, they inherently distract the user from normal behaviour and are open to numerous biases. To enhance user interest evaluation accuracy, the purpose of this paper is to comprehensively examine the relationship between implicit feedback and online video content, and reviews gender differentials in the interest indicated by a comprehensive set of viewer responses.

This paper includes 200 useable observations based on an experiment of user interaction with the Youku platform (one of the largest video-hosting websites in China). Logistic regression was employed for its simple interpretation to test the proposed hypotheses.

The findings demonstrate gender differentials in cursor movement behaviour, explainable via well-studied splits in personality, biological factors, primitive behaviour and emotion management. This work offers a solution to the sparsity of work on implicit feedback, contributing to the literature that combines explicit and implicit feedback.

This study offers a launch point for further work on human–computer interaction, and highlights the importance of looking beyond individual metrics to embrace wider human traits in video site design and implementation.

This paper links implicit feedback to online video content for the first time, and demonstrates its value as an interest capturing tool. By reviewing gender differentials in the interest indicated by a comprehensive set of viewer responses, this paper indicates how user characteristics remain critical. Consequently, this work signposts highly fruitful directions for both practitioners and researchers.

Engaging with people with a learning disability to develop and enhance service provision is central to the ethos of personalisation and citizenship. Despite this there appears to be a lack of research to gather users’ views on how they feel the services meet their unique needs and how these could be improved. A service evaluation was developed to understand service user’s experience of accessing a community forensic service (CFS). The paper aims to discuss these issues.

The questionnaire was conducted by an independent third party experienced in facilitating complex communication, utilising a written format and Widget Rebus symbols. Questions were based on Trust Values, family and friends test and clinical forensic engagement. The samples were service users open to the CFS on 1 July 2014.

Data were gathered from 28 individuals, there was an even spread of ages 17-65. In all, 93 per cent understood what help they needed from the service, there was acknowledgement of who they would go to if they wanted to complain, 100 per cent were happy with how information had been provided, most felt the service was respectful, fair, friendly and they were listened to.

The findings suggest that more needs to be done around understanding and engagement in care planning. There are plans to gather information from direct carers and setting up focus groups to further understand some of the issues and ways forward.

Asking for feedback from people who have offended, some of whom now experience increased restrictions, is fraught with concern and approached with trepidation. However, the responses received contradict the natural instincts. The results showed promising appreciation of the support received in the context of everyday lives and positive risk taking.

The purpose of this paper is to investigate the usability (effectiveness, efficiency and user satisfaction) of e‐feedback interfaces. The experiment compares a traditional visual approach with a multimodal approach in order to determine the impact of multimodal metaphors upon the user's understanding, reasoning and engagement with the e‐feedback.

The empirical investigation involved visual (text with graphical illustrations) and multimodal (audio‐visual with expressive avatars and recorded speech) experimental e‐feedback platforms. Both experimental platforms provided the same e‐feedback but used different interaction metaphors to convey the information. The evaluation approach measured effectiveness, efficiency and user satisfaction.

The results showed that the multimodal approach increased usability in terms of effectiveness, efficiency and engagement of users with the e‐feedback. There is a very clear prima facie case that combining different communication metaphors to convey information involved in the e‐feedback simultaneously does not increase the information overload on users. This however was observed to be the case when the visual channel was used.

This paper introduces a unique approach that uses specific combinations of multimodal metaphors to communicate information about e‐feedback simultaneously. This approach increased the usability of e‐feedback and user's engagement in interfaces for e‐learning applications.