Classifying the Feedback

There has been an increasing awareness concerning a liveable city that offers sustainable energy supply, good infrastructure, and values citizens’ feedback and inputs (Vanolo, 2016). This feedback can further be classified as a further requirement for the service which could result in better quality of the services.


In addition to the service offered by the technology, interaction between customer and provider is necessary (Wünderlich, Wangenheim and Bitner, 2012). This interaction can be direct for instance in the form of feedback, or indirect, for example by providing the information (Dreyer et al., 2019).


Open Data is an example which motivates the government to act as an open system and interact with its environment and citizens to ask for their feedback on the provided services(Johannes and Snoeck, 2019).


  • ADreyer, S. et al. (2019) ‘Focusing the customer through smart services: a literature review’, Electronic Markets. Electronic Markets, 29(1), pp. 55–78. doi: 10.1007/s12525-019-00328-z.
  • Johannes, A. and Snoeck, M. (2019) ‘Hearing the Voice of Citizens in Smart City Design : The CitiVoice Framework’, 61(6), pp. 665–678. doi: 10.1007/s12599-018-0547-z.
  • Vanolo, A. (2016) ‘Is there anybody out there? The place and role of citizens in tomorrow’s smart cities’, Futures. Elsevier Ltd, 82, pp. 26–36. doi: 10.1016/j.futures.2016.05.010.
  • Wünderlich, N. V., Wangenheim, F. V. and Bitner, M. J. (2012) ‘High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services’, Journal of Service Research, 16(1), pp. 3–20. doi: 10.1177/1094670512448413.