An Intelligent Customer Complaint Management System With Application To The Transport And Logistics Industry by Alireza FaedAn 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…

byAlireza Faed

Paperback | July 9, 2015

Pricing and Purchase Info

$204.29 online 
$234.95 list price save 13%
Earn 1,021 plum® points

Prices and offers may vary in store

Quantity:

In stock online

Ships free on orders over $25

Not available in stores

about

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.

Title:An Intelligent Customer Complaint Management System With Application To The Transport And Logistics…Format:PaperbackDimensions:349 pages, 23.5 × 15.5 × 0.02 inPublished:July 9, 2015Publisher:Springer-Verlag/Sci-Tech/TradeLanguage:English

The following ISBNs are associated with this title:

ISBN - 10:3319033433

ISBN - 13:9783319033433

Look for similar items by category:

Reviews

Table of Contents

Introduction.- Literature Review.