Choose an application

• Reference Manager
• EndNote
• RefWorks (Direct export to RefWorks)

Customer services. --- Consumer complaints. --- Customer services --- Consumer complaints --- Commerce --- Business & Economics --- Marketing & Sales --- Complaints, Consumer --- Complaints (Retail trade) --- Customer complaints --- Consumer behavior --- Customer service --- Service, Customer --- Service (in industry) --- Services, Customer --- Technical service --- Customer relations

Choose an application

• Reference Manager
• EndNote
• RefWorks (Direct export to RefWorks)

Present articles relating to consumer satisfaction, dissatisfaction, complaining, complimenting, and closely related topics.

Consumer satisfaction --- Consumer complaints --- Consumer behavior --- Consommateurs --- Consumer behavior. --- Consumer complaints. --- Consumer satisfaction. --- Consumentengedrag. --- Customer satisfaction --- Satisfaction --- Brand loyalty --- Customer loyalty --- Complaints, Consumer --- Complaints (Retail trade) --- Customer complaints --- Behavior, Consumer --- Buyer behavior --- Decision making, Consumer --- Human behavior --- Consumer profiling --- Market surveys --- Plaintes --- Comportement --- Business, Economy and Management --- General and Others --- Trade and Commerce

Choose an application

• Reference Manager
• EndNote
• RefWorks (Direct export to RefWorks)

This book investigates customer perceptions and expectations of complaint channels. In addition to the conventional channels, the adequacy of online social networks as new complaint channel is analysed. The managerial recommendations to improve customer satisfaction are based on a survey and reveal critical determinants of customer channel choice and their expectation and perception of each complaint channel.

Economics/Management Science. --- Marketing. --- Sales/Distribution/Call Center/Customer Service. --- Services. --- Economics. --- Economie politique --- Marketing --- Commerce --- Business & Economics --- Marketing & Sales --- Business. --- Customer relations --- Sales management. --- Service industries. --- Business and Management. --- Customer Relationship Management. --- Sales/Distribution. --- Management. --- Customer relations-Management. --- Industries --- Management, Sales --- Industrial management --- Selling --- Consumer complaints. --- CRM (Customer relationship management) --- Customer relationship management --- Complaints, Consumer --- Complaints (Retail trade) --- Customer complaints --- Consumer behavior --- Customer relations—Management.

Choose an application

• Reference Manager
• EndNote
• RefWorks (Direct export to RefWorks)

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.

Engineering & Applied Sciences --- Computer Science --- Consumer complaints --- Management information systems. --- Engineering. --- Engineering economy. --- Computational intelligence. --- Data processing. --- Intelligence, Computational --- Economy, Engineering --- Engineering economics --- Construction --- Computer-based information systems --- EIS (Information systems) --- Executive information systems --- MIS (Information systems) --- Complaints, Consumer --- Complaints (Retail trade) --- Customer complaints --- Information technology. --- Business --- Engineering economics. --- Computational Intelligence. --- Engineering Economics, Organization, Logistics, Marketing. --- IT in Business. --- Artificial intelligence --- Soft computing --- Industrial engineering --- Industrial arts --- Technology --- Electronic data processing --- IT (Information technology) --- Telematics --- Information superhighway --- Knowledge management --- Sociotechnical systems --- Information resources management --- Management --- Consumer behavior --- Communication systems --- Business—Data processing.