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An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry



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Éditeur :

Springer


Collection :

Springer Theses

Paru le : 2013-06-12



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Description

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.
 
Pages
349 pages
Collection
Springer Theses
Parution
2013-06-12
Marque
Springer
EAN papier
9783319003238
EAN EPUB
9783319003245
Informations sur l'ebook
Nombre pages copiables
3
Nombre pages imprimables
34
Taille du fichier
4966 Ko
Ce livre est accessible aux handicaps Voir les informations sur l'accessibilité
Prix
147,69 €

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