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An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry (Springer Theses)

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en Limba Engleză Carte Paperback – 09 Jul 2015
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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Specificații

ISBN-13: 9783319033433
ISBN-10: 3319033433
Pagini: 372
Dimensiuni: 155 x 235 x 20 mm
Greutate: 5.62 kg
Ediția: 2013
Editura: Springer
Colecția Springer
Seria Springer Theses

Locul publicării: Cham, Switzerland

Public țintă

Research

Cuprins

Introduction.- Literature Review.

Textul de pe ultima copertă

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.

Caracteristici

Nominated as an outstanding PhD thesis by Curtin University, Australia
Offers a comprehensive survey of the current literature on CRM systems, including the most recent academic research on this topic and its current challenges and gaps
Describes a novel intelligent customer relationship management that not only categorizes and analyses customer complaints, but also evaluates customer satisfaction thus helping to convert customer complaints and dissatisfaction into future business development strategies