Service improvement by business process management using customer complaints in financial service industry

Expert Systems with Applications

Volumn 38, Issue 4, 2011, Pages 3267-3279

  Pyon, Chong Un ^a   Woo, Ji Young ^b   Park, Sang Chan ^c  

^a Korea Advanced Institute of Science and Technology (KAIST)   (South Korea)

^b UNIVERSITY OF ARIZONA   (United States)

^c Kyung Hee University   (South Korea)

Author keywords

Business process management (BPM); Call centers; Customer complaints management system (CCMS); Financial service industry; Voice of the Customer (VOC)

Indexed keywords

BUSINESS PROCESS MANAGEMENT; CALL CENTERS; CUSTOMER COMPLAINTS MANAGEMENT; FINANCIAL SERVICE; VOICE OF THE CUSTOMER;

ARTIFICIAL INTELLIGENCE; DATA HANDLING; DECISION MAKING; DECISION SUPPORT SYSTEMS; DECISION THEORY; ENTERPRISE RESOURCE MANAGEMENT; FINANCE; INDUSTRY; SALES;

CUSTOMER SATISFACTION;

EID: 78650704029     PISSN: 09574174     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.eswa.2010.08.112     Document Type: Article

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