An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry by Alireza Faed 0000-00-00 00:00:00

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An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry by Alireza Faed
Author
Alireza Faed
Publisher
Springer International Publishing
Date of release
Pages
365
ISBN
9781299857421
Binding
ebook
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PDF, EPUB, MOBI, TXT, DOC
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5
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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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