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An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry
FAED, ALIREZA
English

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

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) 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.
EAN
9783319033433
Publisher
SPRINGER
Edition year
2015
Language
English
Collection
Springer Theses
Height
235
Width
155
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