Home » 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 Alireza Faed

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

Alireza Faed

Published July 9th 2015
ISBN : 9783319033433
Paperback
349 pages
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 About the Book 

This thesis addresses the issue of customer complaints in the context of Customer Relationship Management (CRM).After acomprehensive survey of the current literature on CRM, the thesis describes the development of a new intelligent CRM (I-CRM)MoreThis thesis addresses the issue of customer complaints in the context of Customer Relationship Management (CRM).After acomprehensive survey of the current literature on CRM, the thesis describes the development of a new intelligent CRM (I-CRM) framework, which integratestext analytics, type mapping, SPSS, structural equation modeling, and linear and fuzzy approaches. This new methodology, in contrast to previous ones, is able to handlecustomer 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 inWestern Australia.