An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry (Record no. 56313)
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| 000 -LEADER | |
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| fixed length control field | 02645nam a22005055i 4500 |
| 001 - CONTROL NUMBER | |
| control field | 978-3-319-00324-5 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20200421112035.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 130613s2013 gw | s |||| 0|eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| ISBN | 9783319003245 |
| -- | 978-3-319-00324-5 |
| 082 04 - CLASSIFICATION NUMBER | |
| Call Number | 006.3 |
| 100 1# - AUTHOR NAME | |
| Author | Faed, Alireza. |
| 245 13 - TITLE STATEMENT | |
| Title | An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry |
| 300 ## - PHYSICAL DESCRIPTION | |
| Number of Pages | XXII, 349 p. |
| 490 1# - SERIES STATEMENT | |
| Series statement | Springer Theses, Recognizing Outstanding Ph.D. Research, |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc | 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. |
| 650 #0 - SUBJECT ADDED ENTRY--SUBJECT 1 | |
| General subdivision | Data processing. |
| 856 40 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | http://dx.doi.org/10.1007/978-3-319-00324-5 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | eBooks |
| 264 #1 - | |
| -- | Heidelberg : |
| -- | Springer International Publishing : |
| -- | Imprint: Springer, |
| -- | 2013. |
| 336 ## - | |
| -- | text |
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| -- | rdacontent |
| 337 ## - | |
| -- | computer |
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| -- | rdamedia |
| 338 ## - | |
| -- | online resource |
| -- | cr |
| -- | rdacarrier |
| 347 ## - | |
| -- | text file |
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| -- | rda |
| 650 #0 - SUBJECT ADDED ENTRY--SUBJECT 1 | |
| -- | Engineering. |
| 650 #0 - SUBJECT ADDED ENTRY--SUBJECT 1 | |
| -- | Information technology. |
| 650 #0 - SUBJECT ADDED ENTRY--SUBJECT 1 | |
| -- | Business |
| 650 #0 - SUBJECT ADDED ENTRY--SUBJECT 1 | |
| -- | Computational intelligence. |
| 650 #0 - SUBJECT ADDED ENTRY--SUBJECT 1 | |
| -- | Engineering economics. |
| 650 #0 - SUBJECT ADDED ENTRY--SUBJECT 1 | |
| -- | Engineering economy. |
| 650 14 - SUBJECT ADDED ENTRY--SUBJECT 1 | |
| -- | Engineering. |
| 650 24 - SUBJECT ADDED ENTRY--SUBJECT 1 | |
| -- | Computational Intelligence. |
| 650 24 - SUBJECT ADDED ENTRY--SUBJECT 1 | |
| -- | Engineering Economics, Organization, Logistics, Marketing. |
| 650 24 - SUBJECT ADDED ENTRY--SUBJECT 1 | |
| -- | IT in Business. |
| 830 #0 - SERIES ADDED ENTRY--UNIFORM TITLE | |
| -- | 2190-5053 |
| 912 ## - | |
| -- | ZDB-2-ENG |
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