Overview
- 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
- Includes supplementary material: sn.pub/extras
Part of the book series: Springer Theses (Springer Theses)
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Table of contents (10 chapters)
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Front Matter
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Back Matter
Keywords
About this book
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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Authors and Affiliations
Bibliographic Information
Book Title: An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry
Authors: Alireza Faed
Series Title: Springer Theses
DOI: https://doi.org/10.1007/978-3-319-00324-5
Publisher: Springer Cham
eBook Packages: Engineering, Engineering (R0)
Copyright Information: Springer International Publishing Switzerland 2013
Hardcover ISBN: 978-3-319-00323-8Published: 28 June 2013
Softcover ISBN: 978-3-319-03343-3Published: 09 July 2015
eBook ISBN: 978-3-319-00324-5Published: 12 June 2013
Series ISSN: 2190-5053
Series E-ISSN: 2190-5061
Edition Number: 1
Number of Pages: XXII, 349
Topics: Computational Intelligence, Engineering Economics, Organization, Logistics, Marketing, IT in Business