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

by Alireza Faed

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• 39 Currently reading

Published 2013 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

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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

Statement	by Alireza Faed
Series	Springer Theses, Recognizing Outstanding Ph.D. Research
Contributions	SpringerLink (Online service)
Classifications
LC Classifications	Q342
The Physical Object
Format	[electronic resource] /
Pagination	XXII, 349 p. 98 illus., 11 illus. in color.
Number of Pages	349
ID Numbers
Open Library	OL27046116M
ISBN 10	9783319003245

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