An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry, 1st Edition

  • Published By:
  • ISBN-10: 3319003240
  • ISBN-13: 9783319003245
  • DDC: 658.812
  • Grade Level Range: College Freshman - College Senior
  • 349 Pages | eBook
  • Original Copyright 2013 | Published/Released May 2014
  • This publication's content originally published in print form: 2013

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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.  

Table of Contents

Front Cover.
Other Frontmatter.
Aims and Scope.
Title Page.
Copyright Page.
Other FrontMatter.
Supervisor's Foreword.
1: Introduction.
2: Literature Review.
3: Problem Definition.
4: Solution Overview.
5: Analytical Text Mining in I-CRM for Customer Complaint Analysis.
6: I-CRM Validation of Customer Issues and Definition of Their Impact Factors Through Hypotheses Formulation.
7: Improving Customer Satisfaction Through Customer Type Mapping and I-CRM Strategies.
8: Linear and Non-Linear Analytics and Opportunity Development in I-CRM.
9: Conclusion of the Thesis and Future Works.
Short Biography of the Author.