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An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry (Springer Theses) - Hardcover

Faed, Alireza

 
9783319003238: An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry (Springer Theses)
Hardcover
ISBN 10: 3319003232 ISBN 13: 9783319003238
Verlag: Springer, 2013

Inhaltsangabe

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.

 

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This thesis addresses the issue of customer complaints in the context of Customer Relationship Management (CRM). Following a comprehensive survey of the current literature on CRM, it describes the development of a new intelligent CRM (I-CRM) framework, which integrates in a single approach different innovative analytical methods. Unlike conventional approaches, this new methodology can handle customer complaints with respect to different variables, thus allowing organizations to find their key customers and key complaints, and to address and provide solutions for their major complaints, hence promoting business development. The thesis also describes the successful application of the method to a real-world case: the virtually immeasurable number of complaints from truck drivers at the port city Fremantle in Western Australia.

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Verlag
Springer
Erscheinungsdatum
2013
Sprache
Englisch
ISBN 10 
3319003232
ISBN 13 
9783319003238
Einband
Gebundene Ausgabe
Anzahl der Seiten
371
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9783319033433: An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry (Springer Theses)

Vorgestellte Ausgabe

ISBN 10:  3319033433 ISBN 13:  9783319033433
Verlag: Springer, 2015
Softcover