Last edited by Niran
Tuesday, July 28, 2020 | History

1 edition of An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry found in the catalog.

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

by Alireza Faed

  • 236 Want to read
  • 39 Currently reading

Published by Springer International Publishing, Imprint: Springer in Heidelberg .
Written in English

    Subjects:
  • Engineering economy,
  • Engineering Economics, Organization, Logistics, Marketing,
  • Management information systems,
  • Engineering,
  • Business Information Systems,
  • Computational intelligence

  • About the Edition

    This thesis addresses the issue of customer complaints in the context of Customer Relationship Management (CRM). Following a comprehensive survey of the current literature on CRM, it describes the development of a new intelligent CRM (I-CRM) framework, which integrates in a single approach different innovative analytical methods. Unlike conventional approaches, this new methodology can handle customer complaints with respect to different variables, thus allowing organizations to find their key customers and key complaints, and to address and provide solutions for their major complaints, hence promoting business development. The thesis also describes the successful application of the method to a real-world case: the virtually immeasurable number of complaints from truck drivers at the port city Fremantle in Western Australia.

    Edition Notes

    Statementby Alireza Faed
    SeriesSpringer Theses, Recognizing Outstanding Ph.D. Research
    ContributionsSpringerLink (Online service)
    Classifications
    LC ClassificationsQ342
    The Physical Object
    Format[electronic resource] /
    PaginationXXII, 349 p. 98 illus., 11 illus. in color.
    Number of Pages349
    ID Numbers
    Open LibraryOL27046116M
    ISBN 109783319003245


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An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry by Alireza Faed Download PDF EPUB FB2