@misc{10481/57296,
year = {2018},
url = {http://hdl.handle.net/10481/57296},
abstract = {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.},
organization = {FEDER funds in the National Project
TIN2016-75850-R},
publisher = {TECHNOLOGICAL AND ECONOMIC DEVELOPMENT OF ECONOMY},
keywords = {SERVPERF},
keywords = {customer complaints},
keywords = {sentiment analysis},
keywords = {Fuzzy linguistic model},
keywords = {2-tuple model},
keywords = {CRM trouble tickets},
title = {A model to obtain a SERVPERF scale evaluation of the CRM customer complaints: an application to the 4G telecommunications sector},
doi = {10.3846/tede.2018.5080},
author = {Carrasco, Ramón Alberto and Blasco, María Francisca and García-Madariaga, Jesús and Pedreño-Santos, Ana and Herrera Viedma, Enrique},
}