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LIBROS DEL AUTOR: alireza faed

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

Alireza Faed

This thesis addresses the issue of customer complaints in the context of Customer Relationship Management (CRM). After a comprehensive survey of the current literature on CRM, the thesis describes the development of a new intelligent CRM (I-CRM) framework, which integrates text analytics, type mapping, SPSS, structural equation modeling, and linear and fuzzy approaches. This ne...

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210,31 €