Logo - springer
Slogan - springer

Engineering - Computational Intelligence and Complexity | An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry

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

Series: Springer Theses

Faed, Alireza

2013, XXII, 349 p. 98 illus., 11 illus. in color.

Available Formats:
eBook
Information

Springer eBooks may be purchased by end-customers only and are sold without copy protection (DRM free). Instead, all eBooks include personalized watermarks. This means you can read the Springer eBooks across numerous devices such as Laptops, eReaders, and tablets.

You can pay for Springer eBooks with Visa, Mastercard, American Express or Paypal.

After the purchase you can directly download the eBook file or read it online in our Springer eBook Reader. Furthermore your eBook will be stored in your MySpringer account. So you can always re-download your eBooks.

 
$139.00

(net) price for USA

ISBN 978-3-319-00324-5

digitally watermarked, no DRM

Included Format: PDF and EPUB

download immediately after purchase


learn more about Springer eBooks

add to marked items

Hardcover
Information

Hardcover version

You can pay for Springer Books with Visa, Mastercard, American Express or Paypal.

Standard shipping is free of charge for individual customers.

 
$179.00

(net) price for USA

ISBN 978-3-319-00323-8

free shipping for individuals worldwide

usually dispatched within 3 to 5 business days


add to marked items

  • Nominated as an outstanding PhD thesis by Curtin University, Australia
  • Offers a comprehensive survey of the current literature on CRM systems, including the most recent academic research on this topic and its current challenges and gaps
  • Describes a novel intelligent customer relationship management that not only categorizes and analyses customer complaints, but also evaluates customer satisfaction thus helping to convert customer complaints and dissatisfaction into future business development strategies

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.

Content Level » Research

Keywords » Customer complaint categorization - Customer satisfaction analysis - Intelligent CRM - Logistics Operators - Neuro-Fuzzy Systems - Perceived value and interactivity - Statistical complaint analysis - Text mining analysis

Related subjects » Business Information Systems - Computational Intelligence and Complexity - Production & Process Engineering

Table of contents / Sample pages 

Popular Content within this publication 

 

Articles

Read this Book on Springerlink

Services for this book

New Book Alert

Get alerted on new Springer publications in the subject area of Computational Intelligence.