An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry

• Main Author: Faed, Alireza. (Author)
• Corporate Author: SpringerLink (Online service)
• Format: Electronic
• Language: English
• Published: Heidelberg : Springer International Publishing : Imprint: Springer, 2013.
• Series: Springer Theses, Recognizing Outstanding Ph.D. Research,
• Subjects: Engineering.; Engineering economy.; Management information systems.; Computational Intelligence.; Engineering Economics, Organization, Logistics, Marketing.; Business Information Systems.
• Online Access: https://ezaccess.library.uitm.edu.my/login?url=http://dx.doi.org/10.1007/978-3-319-00324-5
• Physical Description: XXII, 349 p. 98 illus., 11 illus. in color. online resource.
• ISBN: 9783319003245
• ISSN: 2190-5053

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.