Book chapter
Automated technology integrations for customer satisfaction assessment
Handbook of Research on Managing and Influencing Consumer Behavior, pp.606-620
Advances in Marketing, Customer Relationship Management, and E-Services, 22, Information Science Reference
2014
Abstract
This chapter presents the automated technology integrations for organizations to assess their customer satisfaction. The technology utilizations of most of the organizations to communicate with customers are summarized. This chapter also compares the common resources that are used to measure customer satisfaction. The main part of this chapter describes the related concerns and challenges faced by the business regarding customer satisfaction. This chapter introduces the integrations of automated technology components, such as Automated Emotion Recognition System and Automated Text Content Analysis Tool. These components can be integrated into communication tools to solve the existing problems efficiently and improve the assessment of customer satisfaction.
Details
- Title
- Automated technology integrations for customer satisfaction assessment
- Authors
- Chien Shing Ooi (Author) - Sunway UniversityKah Phooi Seng (Author) - Edith Cowan UniversityLi-Minn Ang (Author) - Edith Cowan University
- Contributors
- Hans-Ruediger Kaufmann (Editor) - University of Nicosia
- Publication details
- Handbook of Research on Managing and Influencing Consumer Behavior, pp.606-620
- Series
- Advances in Marketing, Customer Relationship Management, and E-Services; 22
- Publisher
- Information Science Reference
- Date published
- 2014
- DOI
- 10.4018/978-1-4666-6547-7.ch027; 10.4018/978-1-4666-6547-7
- ISSN
- 2327-5502
- ISBN
- 9781466665484
- Organisation Unit
- University of the Sunshine Coast, Queensland; School of Science, Technology and Engineering; Engage Research Lab
- Language
- English
- Record Identifier
- 99513889902621
- Output Type
- Book chapter
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