A methodology to map customer complaints and measure customer satisfaction and loyalty

Service Oriented Computing and Applications

Volumn 8, Issue 1, 2014, Pages 33-53

  Faed, Alireza ^a   Hussain, Omar K ^a   Chang, Elizabeth ^a  

^a CURTIN UNIVERSITY   (Australia)

Author keywords

Adaptive neuro fuzzy inference system (ANFIS); Complaint management; Customer acquisition; Customer relationship management; Customer satisfaction; Data envelopment analysis; Linear modelling; Loyalty; Perceived value

Indexed keywords

DATA ENVELOPMENT ANALYSIS; FUZZY INFERENCE; FUZZY NEURAL NETWORKS; FUZZY SYSTEMS; INFORMATION MANAGEMENT; NONLINEAR SYSTEMS; PORTS AND HARBORS; PUBLIC RELATIONS; SALES; SURVEYS;

ADAPTIVE NEURO-FUZZY INFERENCE SYSTEM; CUSTOMER ACQUISITION; CUSTOMER RELATIONSHIP MANAGEMENT; LOYALTY; PERCEIVED VALUE;

CUSTOMER SATISFACTION;

EID: 84894261050     PISSN: 18632386     EISSN: 18632394     Source Type: Journal    
DOI: 10.1007/s11761-013-0142-6     Document Type: Article

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