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

• Main Author: Faed, Alireza (Author)
• Corporate Author: SpringerLink (Online service)
• Format: Electronic eBook
• Language: English
• Published: Heidelberg : Springer International Publishing : Imprint: Springer, 2013.
• Series: Springer Theses, Recognizing Outstanding Ph.D. Research,
• Subjects: Engineering.; Information technology.; Business > Data processing.; Computational intelligence.; Engineering economics.; Engineering economy.; Computational Intelligence.; Engineering Economics, Organization, Logistics, Marketing.; IT in Business.

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...