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An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry pp 141–186Cite as

Analytical Text Mining in I-CRM for Customer Complaint Analysis

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Abstract

This chapter provides details of the interviews collected, and their subsequent categorisation and analysis using the text-mining tool. Several advanced concepts used in text mining analysis are defined, followed by qualitative data analysis. Issues are identified in detail and a scientific approach is presented to justify the issues identified as being those relevant to the port in terms of logistics and transport.

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References

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Authors and Affiliations

  1. Curtin Business School, School of Information Systems, EU 4 Technology Park, Curtin University, Kent Street, Perth, WA, 6102, Australia

    Alireza Faed

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  1. Alireza Faed
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Correspondence to Alireza Faed .

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Faed, A. (2013). Analytical Text Mining in I-CRM for Customer Complaint Analysis. In: An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry. Springer Theses. Springer, Heidelberg. https://doi.org/10.1007/978-3-319-00324-5_5

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  • DOI: https://doi.org/10.1007/978-3-319-00324-5_5

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  • Publisher Name: Springer, Heidelberg

  • Print ISBN: 978-3-319-00323-8

  • Online ISBN: 978-3-319-00324-5

  • eBook Packages: EngineeringEngineering (R0)

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