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...
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| Format: | Electronic |
| Language: | English |
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Heidelberg :
Springer International Publishing : Imprint: Springer,
2013.
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| Series: | Springer Theses, Recognizing Outstanding Ph.D. Research,
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| Online Access: | https://ezaccess.library.uitm.edu.my/login?url=http://dx.doi.org/10.1007/978-3-319-00324-5 |