An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry (Paperback, 2013 ed.)

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.

General

Imprint:	Springer International Publishing AG
Country of origin:	Switzerland
Series:	Springer Theses
Release date:	July 2015
First published:	2013
Authors:	Alireza Faed
Dimensions:	235 x 155 x 20mm (L x W x T)
Format:	Paperback
Pages:	349
Edition:	2013 ed.
ISBN-13:	978-3-319-03343-3
Categories:	Books > Business & Economics > Business & management > Sales & marketing > Customer services Books > Business & Economics > Business & management > Business mathematics & systems > General Books > Computing & IT > Applications of computing > Artificial intelligence > General Promotions
LSN:	3-319-03343-3
Barcode:	9783319033433

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