A model to obtain a SERVPERF scale evaluation of the CRM customer complaints: an application to the 4G telecommunications sector Carrasco, Ramón Alberto Blasco, María Francisca García-Madariaga, Jesús Pedreño-Santos, Ana Herrera Viedma, Enrique SERVPERF customer complaints sentiment analysis Fuzzy linguistic model 2-tuple model CRM trouble tickets 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. 2019-10-10T11:16:30Z 2019-10-10T11:16:30Z 2018 info:eu-repo/semantics/article Carrasco, 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. http://hdl.handle.net/10481/57296 10.3846/tede.2018.5080 eng http://creativecommons.org/licenses/by/3.0/es/ info:eu-repo/semantics/openAccess Atribución 3.0 España TECHNOLOGICAL AND ECONOMIC DEVELOPMENT OF ECONOMY