An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry
1. Auflage
Erschienen am 12. Juni 2013
XXII, 349 Seiten
978-3-319-00324-5 (ISBN)
Beschreibung
This thesis addresses the issue of customer complaints in the context of Customer Relationship Management (CRM). After a comprehensive survey of the current literature on CRM, the thesis describes the development of a new intelligent CRM (I-CRM) framework, which integrates text analytics, type mapping, SPSS, structural equation modeling, and linear and fuzzy approaches. This new methodology, in contrast to previous ones, is able to handle customer complaints with respect to different variables, thus allowing organizations to find their key customers and key complaints, and to address and provide solution to the major complaints of the key customers, hence promoting business development. The thesis also describes the successful application of the method to a real-world case, represented by the immeasurable truck drivers complaints at the Fremantle port in Western Australia.
Weitere Details
Reihe
Sprache
Englisch
Verlagsort
Cham
Schweiz
Verlagsgruppe
Springer International Publishing
Zielgruppe
Für Beruf und Forschung
Produkt-Hinweis
Reflowable
Illustrationen
XXII, 349 p.
Dateigröße
9,98 MB
ISBN-13
978-3-319-00324-5 (9783319003245)
DOI
10.1007/978-3-319-00324-5
Schweitzer Klassifikation
Weitere Ausgaben
Andere Ausgaben
Alireza Faed
An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry
Buch
07/2015
Springer
160,49 €
Versand in 10-15 Tagen
Alireza Faed
An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry
Buch
06/2013
1. Auflage
Springer
160,49 €
Versand in 10-15 Tagen
Inhalt
Introduction.- Literature Review.
