An intelligent customer complaint management system with application to the transport and logistics industry
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...
Enregistré dans:
| Auteur principal: | |
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| Format: | Livre numérique |
| Langue: | Anglais |
| Publié: |
Cham :
Springer International Publishing : Imprint: Springer
[20..].
Cham : Springer Nature |
| Collection: | Springer Theses, Recognizing Outstanding Ph.D. Research
|
| Accès en ligne: | Accès sur la plateforme de l'éditeur Accès sur la plateforme Istex Accès Université d'Orléans Accès INSA CVL |
| Note: |
Archives Springer e-books (Licence nationale) Archives Springer e-books (Licence nationale) |
| Autres localisations: | Voir dans le Sudoc |
| Edition sous un autre format: | • An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry, Texte imprimé, 9783319003238 |
| Résumé: | 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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| Description: | Archives Springer e-books (Licence nationale) Archives Springer e-books (Licence nationale) |
| ISBN: | 9783319003245 |
| ISSN: | 2190-5053 |
| Accès: | Accès en ligne pour les établissements français bénéficiaires des licences nationales Accès soumis à abonnement pour tout autre établissement Conditions particulières de réutilisation pour les bénéficiaires des licences nationales. https://www.licencesnationales.fr/springer-nature-ebooks-contrat-licence-ln-2017 |