A model to obtain a SERVPERF scale evaluation of the CRM customer complaints: an application to the 4G telecommunications sector

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dc.contributor.authorCarrasco González, Ramón Alberto
dc.contributor.authorBlasco López, María Francisca
dc.contributor.authorGarcía De Madariaga Miranda, Jesús
dc.contributor.authorPedreño Santos, Ana
dc.contributor.authorHerrera- Viedma, Enrique
dc.date.accessioned2024-02-06T13:32:45Z
dc.date.available2024-02-06T13:32:45Z
dc.date.issued2017-09-30
dc.description.abstractThe 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.
dc.description.departmentDepto. de Marketing
dc.description.facultyFac. de Ciencias Económicas y Empresariales
dc.description.refereedTRUE
dc.description.statuspub
dc.identifier.citationCarrasco, R. A., Blasco, M. F., García-Madariaga, J., Pedreño-Santos, A., & Herrera- Viedma, E. (2018). A model to obtain a SERVPERF scale evaluation of the CRM customer complaints: An application to the 4G telecommunications sector. Technological and Economic Development of Economy, 24(4), 1606-1629
dc.identifier.doi10.3846/tede.2018.5080
dc.identifier.essn2029-4921
dc.identifier.issn2029-4913
dc.identifier.officialurlhttps://journals.vilniustech.lt/index.php/TEDE/article/view/5080
dc.identifier.urihttps://hdl.handle.net/20.500.14352/99530
dc.issue.number4
dc.journal.titleTechnological and Economic Development of Economy
dc.language.isoeng
dc.page.final1629
dc.page.initial1606
dc.publisherVILNIUS TECH
dc.rights.accessRightsopen access
dc.subject.jelD18
dc.subject.jelM15
dc.subject.jelM31
dc.subject.jelL96
dc.subject.jelO32
dc.subject.keywordSERVPERF
dc.subject.keywordcustomer complaints
dc.subject.keywordsentiment analysis
dc.subject.keywordFuzzy linguistic model
dc.subject.keyword2-tuple model
dc.subject.keywordCRM trouble tickets
dc.subject.ucmEconomía
dc.subject.unesco5311.05 Marketing (Comercialización)
dc.titleA model to obtain a SERVPERF scale evaluation of the CRM customer complaints: an application to the 4G telecommunications sector
dc.typejournal article
dc.type.hasVersionVoR
dc.volume.number24
dspace.entity.typePublication
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relation.isAuthorOfPublication.latestForDiscovery658b3e73-df89-4013-b006-45ea9db05e25
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