A Model to Obtain a SERVPERF Scale Evaluation of the CRM Customer Complaints: An Application to the 4G. Telecommunications Sector.

The relationship between customer churn and their complaints is sufficiently contrasted in the telecom sector. Therefore, a key part of a company’s strategy is the measurement of this dissatisfaction. It is important to conduct periodic surveys on complaints in a standard form like the SERVPERF scal...

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Detalhes bibliográficos
Autores: Carrasco González, Ramón Alberto, Blasco López, María Francisca, García De Madariaga Miranda, Jesús, Pedreño Santos, Ana, Herrera-Viedma, Enrique
Formato: artículo
Fecha de publicación:2018
País:España
Recursos:Universidad Complutense de Madrid (UCM)
Repositorio:Docta Complutense
Idioma:inglés
OAI Identifier:oai:docta.ucm.es:20.500.14352/100772
Acesso em linha:https://hdl.handle.net/20.500.14352/100772
Access Level:acceso abierto
Palavra-chave:658.8
Ciencias Sociales
53 Ciencias Económicas
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spelling A Model to Obtain a SERVPERF Scale Evaluation of the CRM Customer Complaints: An Application to the 4G. Telecommunications Sector.Carrasco González, Ramón AlbertoBlasco López, María FranciscaGarcía De Madariaga Miranda, JesúsPedreño Santos, AnaHerrera-Viedma, Enrique658.8Ciencias Sociales53 Ciencias EconómicasThe relationship between customer churn and their complaints is sufficiently contrasted in the telecom sector. Therefore, a key part of a company’s strategy is the measurement of this dissatisfaction. It is important to conduct periodic surveys on complaints in a standard form like the SERVPERF scale because it enables the organization to benchmark. Many of these complaints are stored in the company’s CRM. Our first aim is to define a model to transform CRM customer complaints, expressed in natural language, into SERVPERF scales. In the proposed model, we use the 2-tuple model, which allows computing this linguistic data without losing information. Our second purpose is to implement a prototype to apply the model in a 4G Company. As a practical conclusion, most complaints in this emerging technology (which still has some deficiencies) are related to technical aspects of the services rather than to staff.Vilnius TechUniversidad Complutense de Madrid20182018-01-0120182018-01-01journal articlehttp://purl.org/coar/resource_type/c_6501VoRhttp://purl.org/coar/version/c_970fb48d4fbd8a85info:eu-repo/semantics/articleapplication/pdfhttps://hdl.handle.net/20.500.14352/100772reponame:Docta Complutenseinstname:Universidad Complutense de Madrid (UCM)Inglésengopen accesshttp://purl.org/coar/access_right/c_abf2Attribution-NonCommercial-NoDerivatives 4.0 Internationalhttp://creativecommons.org/licenses/by-nc-nd/4.0/info:eu-repo/semantics/openAccessoai:docta.ucm.es:20.500.14352/1007722026-06-02T12:44:21Z
dc.title.none.fl_str_mv A Model to Obtain a SERVPERF Scale Evaluation of the CRM Customer Complaints: An Application to the 4G. Telecommunications Sector.
title A Model to Obtain a SERVPERF Scale Evaluation of the CRM Customer Complaints: An Application to the 4G. Telecommunications Sector.
spellingShingle A Model to Obtain a SERVPERF Scale Evaluation of the CRM Customer Complaints: An Application to the 4G. Telecommunications Sector.
Carrasco González, Ramón Alberto
658.8
Ciencias Sociales
53 Ciencias Económicas
title_short A Model to Obtain a SERVPERF Scale Evaluation of the CRM Customer Complaints: An Application to the 4G. Telecommunications Sector.
title_full A Model to Obtain a SERVPERF Scale Evaluation of the CRM Customer Complaints: An Application to the 4G. Telecommunications Sector.
title_fullStr A Model to Obtain a SERVPERF Scale Evaluation of the CRM Customer Complaints: An Application to the 4G. Telecommunications Sector.
title_full_unstemmed A Model to Obtain a SERVPERF Scale Evaluation of the CRM Customer Complaints: An Application to the 4G. Telecommunications Sector.
title_sort A Model to Obtain a SERVPERF Scale Evaluation of the CRM Customer Complaints: An Application to the 4G. Telecommunications Sector.
dc.creator.none.fl_str_mv Carrasco González, Ramón Alberto
Blasco López, María Francisca
García De Madariaga Miranda, Jesús
Pedreño Santos, Ana
Herrera-Viedma, Enrique
author Carrasco González, Ramón Alberto
author_facet Carrasco González, Ramón Alberto
Blasco López, María Francisca
García De Madariaga Miranda, Jesús
Pedreño Santos, Ana
Herrera-Viedma, Enrique
author_role author
author2 Blasco López, María Francisca
García De Madariaga Miranda, Jesús
Pedreño Santos, Ana
Herrera-Viedma, Enrique
author2_role author
author
author
author
dc.contributor.none.fl_str_mv Universidad Complutense de Madrid
dc.subject.none.fl_str_mv 658.8
Ciencias Sociales
53 Ciencias Económicas
topic 658.8
Ciencias Sociales
53 Ciencias Económicas
description The relationship between customer churn and their complaints is sufficiently contrasted in the telecom sector. Therefore, a key part of a company’s strategy is the measurement of this dissatisfaction. It is important to conduct periodic surveys on complaints in a standard form like the SERVPERF scale because it enables the organization to benchmark. Many of these complaints are stored in the company’s CRM. Our first aim is to define a model to transform CRM customer complaints, expressed in natural language, into SERVPERF scales. In the proposed model, we use the 2-tuple model, which allows computing this linguistic data without losing information. Our second purpose is to implement a prototype to apply the model in a 4G Company. As a practical conclusion, most complaints in this emerging technology (which still has some deficiencies) are related to technical aspects of the services rather than to staff.
publishDate 2018
dc.date.none.fl_str_mv 2018
2018-01-01
2018
2018-01-01
dc.type.none.fl_str_mv journal article
http://purl.org/coar/resource_type/c_6501
VoR
http://purl.org/coar/version/c_970fb48d4fbd8a85
dc.type.openaire.fl_str_mv info:eu-repo/semantics/article
format article
dc.identifier.none.fl_str_mv https://hdl.handle.net/20.500.14352/100772
url https://hdl.handle.net/20.500.14352/100772
dc.language.none.fl_str_mv Inglés
eng
language_invalid_str_mv Inglés
language eng
dc.rights.none.fl_str_mv open access
http://purl.org/coar/access_right/c_abf2
Attribution-NonCommercial-NoDerivatives 4.0 International
http://creativecommons.org/licenses/by-nc-nd/4.0/
dc.rights.openaire.fl_str_mv info:eu-repo/semantics/openAccess
rights_invalid_str_mv open access
http://purl.org/coar/access_right/c_abf2
Attribution-NonCommercial-NoDerivatives 4.0 International
http://creativecommons.org/licenses/by-nc-nd/4.0/
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Vilnius Tech
publisher.none.fl_str_mv Vilnius Tech
dc.source.none.fl_str_mv reponame:Docta Complutense
instname:Universidad Complutense de Madrid (UCM)
instname_str Universidad Complutense de Madrid (UCM)
reponame_str Docta Complutense
collection Docta Complutense
repository.name.fl_str_mv
repository.mail.fl_str_mv
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score 15,300724

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