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The founder of paperbackswap.com, Bobby Swarthout, developed the idea for his venture while he was a college student. As a student on a limited budget, he had become tired of paying high prices for textbooks. So he developed and launched an online textbook swapping service. Along with a small group of students, he managed to assemble a group of 12 colleges and universities across the United States to participate in textbook swapping. However, after a few months, very few students had used the site. By listening to the potential customers who chose not to participate, Bobby found out that there were too many easy substitutes for the swapping service (e.g. bookstore returns, half.com, efollett, etc.). These alternatives offered either greater convenience or cash in return for used books (especially appealing to students who did not pay for their books themselves), or other appealing features. However, Mr. Swarthout believed in his concept and also listened to the ‘voice-of-the-consumer’ (VOC) and moved his business idea into different consumer/product space: that of paperback books. Along with a few lead users attracted to his original idea, he refined the original idea, gathered resources (an angel who invested in the business) and added technological capabilities. One year later he launched paperbackswap.com. From inception, the firm embraced the VOC as the key tool in driving product development and improvement efforts. For paperbackswap.com listening to the VOC has become part of a closed-loop system where inputs from consumers are analysed and product improvements developed in response and where the loop is closed by listening to how consumers respond to product changes.

This paper aims to use the theory of planned behavior to evaluate factors that influence openness to participating in a victim-offender conference (VOC).

Consistent with theory of planned behavior recommendations, the study uses a vignette-based design to assess participation openness as willingness to participate in a VOC if they were victims of a property crime. It evaluates the goodness of fit of a hypothesized structural model of participation openness to the data and the utility of a theory of planned behavior model as opposed to simply an outcome-driven model.

Findings from a hierarchical linear regression illustrate that a theory of planned behavior model explains a greater percentage of participation willingness than does an outcome-driven model. Analysis using structural equation modeling suggests that participation openness is largely a function of subjective norms, anticipated affect and anticipated outcomes.

Limitations spring largely from sampling method and research design. Research implications pertain to the utility of theory of planned behavior in expanding research of VOC participation openness to include not only outcomes but also relational and contextual factors.

The manuscript identifies several implications for training facilitators, talking with prospective VOC participants and advocating for restorative justice programs.

Use of the theory of planned behavior as a lens for understanding openness to VOC participation gives researchers and practitioners a wider and more nuanced understanding of why people would generally be willing to participate in a VOC if they were the victim of an offense.

The purpose of this paper is to explore the voice of the customer (VOC) of public transport (PT) users and non-users and to identify the role VOC plays in PT service quality analysis and improvement practices.

This research is based on quantitative and qualitative data collection. Quantitative data were collected through two questionnaires; the first is based on ranking data: 192 responses and the second on the Kano model: 46 responses. The qualitative data was obtained through 10 semi-structured interviews with senior management from seven bus companies in the UK.

Findings indicate that VOC differs between PT users and non-users and compared with the perspectives of PT Providers. The research also revealed that VOC plays a crucial role in PT service quality improvement (QI).

The findings can be used by PT service providers to better understand the VOC of PT users and non-users, which will assist in strategic and QI decision-making. Furthermore, an in-depth study of VOC in PT is provided, which progresses the academic field on this topic and advances research in this area.

This research brings new insight into the most important quality attributes for PT users and non-users. Moreover, the paper fundamentally contributes to the literature, which until now had severely limited input pertaining to the role of VOC in PT and little knowledge of service QI tools and practices in this sector.

Being innovative and bringing new products to the market fast is important for firms to stay competitive. Customers are important for providing input to product developments in industrial markets. The purpose of this paper is to increase understanding of how firms use Voice of the Customer (VoC) in product development and how VoC can complement other customer involvement methods.

The paper is based on a qualitative case study of a global leading and innovative firm, a maker of tools for the automotive industry. The study provides detailed insight into the implementation of VoC for product development.

The process of customer involvement in product development through VoC is explored. The study shows that by using the VoC method, firms can gather knowledge for input to product development projects while developing relationships with a larger number of customers. The findings point out that VoC can be modified to focus on customer needs related to product development as well as marketing efforts requiring cross-functional collaboration. The VoC method is suitable for combining with other customer involvement methods such as project involvement and pilot testing. Through VoC, firms have the chance to benchmark across industries and regions.

The paper provides insights into the VoC process of customer involvement aimed at product development. The case study provides an illustration of how an industrial firm uses VoC in product development. The paper points out the importance of managing external (customer) involvement in product development and internal (cross-functional) collaborations.

A set of questions that firms can ask themselves before embarking on customer involvement has been developed. The paper shows that customers can be involved at a number of points in time, have a wide range of roles and contribute different knowledge. VoC is suitable for combining with other customer involvement methods.

The contribution of the paper consists of a case study illustrating how customer involvement in product development can be achieved through VoC. A number of customer involvement methods for product development are discussed for combining with VoC, showing how different methods are complementary in product development.

Quality function deployment (QFD) is a quality improvement methodology using a system of interrelated matrices, where the influence of any one matrix may meaningfully change the concluding outcomes. In these interconnected matrices, the voice of customer (VOC) matrix and competitor matrix have a strong relationship. The current practice of finding improvement ratios (IRs) does not incorporate competitors' rating in a way that fully utilises competitors' rating information. The aim of this article to enhance VOC importance ratings by utilising the application of analytic hierarchy process (AHP) combined with the geometric mean (GM).

The current practice of computing IRs may divert QFD practitioners' attention from a potentially important VOC to less important VOC. In the first step using the existing competitors' ratings, a matrix of multiple comparisons is generated for all competitors. In the second step GM for each VOC is integrated with present VOC importance ratings to set new ratings.

A QFD case study from the published literature is used to illustrate the application of new method. It is described how the existing results of the case study may divert to flawed decisions. It is further corroborated that in this way re-ranking of existing VOCs better achieve the goal of customer satisfaction in relation to VOC ratings and competitors' rankings.

By employing this method, competitor rating can be transformed to two dimensional results, which provide a better picture to practitioners in observing their company's position and in improving VOC rating as well.

A major challenge in teaching medicine in a rural setting is that long geographical distances separate students, instructors, and educational resources. Clinical schools within the University of Sydney Medical Program are geographically dispersed and face similar challenges. As a result, a virtual ophthalmology clinic (VOC) was developed (Succar et al., 2013) and it is being delivered online to enable equitable access and consistency in the foundations of ophthalmology education for rural-based students. The program allows students to sharpen their clinical reasoning skills by formulating a diagnosis and treatment plan on virtual patients with simulated conditions. To evaluate the educational effectiveness of VOC, a randomized controlled trial was conducted with the University of Sydney medical students (n = 188). The pre- and post-test and student satisfaction questionnaire were administered. Twelve months later, a follow-up test was conducted to determine the long-term retention rate of graduates. On the basis of a statistically significant improvement in academic performance and highly positive student feedback, it became clear that the online delivery of VOC can serve as a model for higher education institutions creating an all-inclusive learning environment experienced by rural students and staff regardless of location and distance, while making a positive impact on learning.

This study examines whether students graduating from SSC-VOC perform better in diploma engineering programs.

This study uses quantitative and qualitative methods to examine how secondary school certificate-vocational (SSC-VOC) graduates perform in their subsequent vocational programs.

Despite having vocational training orientation, this study finds that graduates from SSC-VOC receive lower grades than their public counterparts by 0.109 cumulative grade points average (CGPA).

Findings imply that policymakers should increase teachers' numbers, salaries and laboratory facilities. In addition, collaboration between SSC-VOC institutions and polytechnics would allow them to offer a quality engineering education. In such a way, technical and vocational education and training (TVET) programs prepare human resources to promote economic development and employment, expand production opportunities and improve employment quality.

This is the first piece of work conducted in Bangladesh that has examined the quality of VET graduates for furthering their studies. This study added value by providing some pragmatic suggestions for practical implications.