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  • Open Daily: 10am - 10pm
    Alley-side Pickup: 10am - 7pm

    3038 Hennepin Ave Minneapolis, MN
    612-822-4611

Open Daily: 10am - 10pm | Alley-side Pickup: 10am - 7pm
3038 Hennepin Ave Minneapolis, MN
612-822-4611
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

Faed, Alireza

Hardcover

Series: Springer Theses

Business GeneralTechnology & EngineeringGeneral Computers

ISBN10: 3319003232
ISBN13: 9783319003238
Publisher: Springer Nature
Published: Jun 28 2013
Pages: 349
Weight: 1.45
Height: 1.00 Width: 6.10 Depth: 9.20
Language: English

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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