RT Journal Article
T1 A Model to Obtain a SERVPERF Scale Evaluation of the CRM Customer Complaints: An Application to the 4G. Telecommunications Sector.
A1 Carrasco González, Ramón Alberto
A1 Blasco López, María Francisca
A1 García De Madariaga Miranda, Jesús
A1 Pedreño Santos, Ana
A1 Herrera-Viedma, Enrique
AB 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.
PB Vilnius Tech
SN 2029-4913
YR 2018
FD 2018
LK https://hdl.handle.net/20.500.14352/100772
UL https://hdl.handle.net/20.500.14352/100772
LA eng
NO Carrasco, Ramón Alberto, et al. «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, vol. 24, n.º 4, 2018, pp. 1606-29, https://doi.org/10.3846/TEDE.2018.5080 
NO European Commission
DS Docta Complutense
RD 7 abr 2025