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

Name: Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry
Price: 169.17 USD
Availability: InStock
ISBN: 9783319003238

ISBN-10: 3319003232

ISBN-13: 9783319003238

Edition: 2013

Authors: Alireza Faed

List price: $169.99

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Description:

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…

Book details

List price: $169.99
Copyright year: 2013
Publisher: Springer International Publishing AG
Publication date: 6/28/2013
Binding: Hardcover
Pages: 349
Size: 6.10" wide x 9.25" long x 1.00" tall
Weight: 14.960
Language: English