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02644nam a22004935i 4500 |
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978-3-319-00324-5 |
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DE-He213 |
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20151204151942.0 |
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cr nn 008mamaa |
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|a 9783319003245
|9 978-3-319-00324-5
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|a 10.1007/978-3-319-00324-5
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|a Faed, Alireza.
|e author.
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|a An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry
|h [electronic resource] /
|c by Alireza Faed.
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|a Heidelberg :
|b Springer International Publishing :
|b Imprint: Springer,
|c 2013.
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|a XXII, 349 p.
|b online resource.
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|a text
|b txt
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|a computer
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|a online resource
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|a text file
|b PDF
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|a Springer Theses, Recognizing Outstanding Ph.D. Research,
|x 2190-5053
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|a 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.
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|a Engineering.
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|a Business
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|a Engineering economy.
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|a Engineering.
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|a Computational Intelligence.
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|a Engineering Economics, Organization, Logistics, Marketing.
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|a IT in Business.
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|a SpringerLink (Online service)
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|t Springer eBooks
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|i Printed edition:
|z 9783319003238
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|a Springer Theses, Recognizing Outstanding Ph.D. Research,
|x 2190-5053
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|u http://dx.doi.org/10.1007/978-3-319-00324-5
|z Full Text via HEAL-Link
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|a ZDB-2-ENG
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|a Engineering (Springer-11647)
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