| 期刊全称 | An Intelligent Customer Complaint Management System with Application to the Transport and Logistics | | 影响因子2023 | Alireza Faed | | 视频video | | | 发行地址 | 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 | | 学科分类 | Springer Theses | | 图书封面 |  | | 影响因子 | .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. . . | | Pindex | Book 2013 |
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发表于 2025-3-21 19:29:43
