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

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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.  
Release date NZ
July 9th, 2015
Author
Audience
  • Professional & Vocational
Illustrations
XXII, 349 p.
Pages
349
Dimensions
155x235x20
ISBN-13
9783319033433
Product ID
23793970

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