| 000 | 02645nam a22005055i 4500 | ||
|---|---|---|---|
| 001 | 978-3-319-00324-5 | ||
| 003 | DE-He213 | ||
| 005 | 20200421112035.0 | ||
| 007 | cr nn 008mamaa | ||
| 008 | 130613s2013 gw | s |||| 0|eng d | ||
| 020 |
_a9783319003245 _9978-3-319-00324-5 |
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| 024 | 7 |
_a10.1007/978-3-319-00324-5 _2doi |
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| 050 | 4 | _aQ342 | |
| 072 | 7 |
_aUYQ _2bicssc |
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| 072 | 7 |
_aCOM004000 _2bisacsh |
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| 082 | 0 | 4 |
_a006.3 _223 |
| 100 | 1 |
_aFaed, Alireza. _eauthor. |
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| 245 | 1 | 3 |
_aAn Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry _h[electronic resource] / _cby Alireza Faed. |
| 264 | 1 |
_aHeidelberg : _bSpringer International Publishing : _bImprint: Springer, _c2013. |
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| 300 |
_aXXII, 349 p. _bonline resource. |
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| 336 |
_atext _btxt _2rdacontent |
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| 337 |
_acomputer _bc _2rdamedia |
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| 338 |
_aonline resource _bcr _2rdacarrier |
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| 347 |
_atext file _bPDF _2rda |
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| 490 | 1 |
_aSpringer Theses, Recognizing Outstanding Ph.D. Research, _x2190-5053 |
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| 520 | _aThis 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 | _aEngineering. | |
| 650 | 0 | _aInformation technology. | |
| 650 | 0 |
_aBusiness _xData processing. |
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| 650 | 0 | _aComputational intelligence. | |
| 650 | 0 | _aEngineering economics. | |
| 650 | 0 | _aEngineering economy. | |
| 650 | 1 | 4 | _aEngineering. |
| 650 | 2 | 4 | _aComputational Intelligence. |
| 650 | 2 | 4 | _aEngineering Economics, Organization, Logistics, Marketing. |
| 650 | 2 | 4 | _aIT in Business. |
| 710 | 2 | _aSpringerLink (Online service) | |
| 773 | 0 | _tSpringer eBooks | |
| 776 | 0 | 8 |
_iPrinted edition: _z9783319003238 |
| 830 | 0 |
_aSpringer Theses, Recognizing Outstanding Ph.D. Research, _x2190-5053 |
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| 856 | 4 | 0 | _uhttp://dx.doi.org/10.1007/978-3-319-00324-5 |
| 912 | _aZDB-2-ENG | ||
| 942 | _cEBK | ||
| 999 |
_c56313 _d56313 |
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