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

  • Alireza¬†Faed

Part of the Springer Theses book series (Springer Theses)

Table of contents

  1. Front Matter
    Pages i-xxii
  2. Alireza Faed
    Pages 1-13
  3. Alireza Faed
    Pages 15-87
  4. Alireza Faed
    Pages 89-105
  5. Alireza Faed
    Pages 107-140
  6. Alireza Faed
    Pages 297-312
  7. Alireza Faed
    Pages 313-348
  8. Back Matter
    Pages 349-349

About this book


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.


Customer complaint categorization Customer satisfaction analysis Intelligent CRM Logistics Operators Neuro-Fuzzy Systems Perceived value and interactivity Statistical complaint analysis Text mining analysis

Authors and affiliations

  • Alireza¬†Faed
    • 1
  1. 1.Curtin UniversityPerthAustralia

Bibliographic information

  • DOI
  • Copyright Information Springer International Publishing Switzerland 2013
  • Publisher Name Springer, Heidelberg
  • eBook Packages Engineering
  • Print ISBN 978-3-319-00323-8
  • Online ISBN 978-3-319-00324-5
  • Series Print ISSN 2190-5053
  • Series Online ISSN 2190-5061
  • Buy this book on publisher's site
Industry Sectors
Materials & Steel
Chemical Manufacturing
Finance, Business & Banking
IT & Software
Consumer Packaged Goods
Energy, Utilities & Environment
Oil, Gas & Geosciences