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Problem Definition

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

Part of the book series: Springer Theses ((Springer Theses))

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Abstract

In Chap. 1, the significance of customer relationship management was discussed and in Chap. 2, the existing literature on the topic was reviewed and evaluated. It was noted that quite a few improvements have been made to different CRM areas including customer satisfaction and complaint management systems. Researchers around the world have made various contributions to this body of knowledge and proposed different models, strategies and approaches.

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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). Problem Definition. 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_3

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  • DOI: https://doi.org/10.1007/978-3-319-00324-5_3

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  • Publisher Name: Springer, Heidelberg

  • Print ISBN: 978-3-319-00323-8

  • Online ISBN: 978-3-319-00324-5

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