%0 Journal Article %1 Lee2014 %A Lee, Ching-Hung %A Wang, Yu-Hui %A Trappey, Amy J.C. %D 2014 %J Computers & Industrial Engineering %K Customer complaint %N 0 %P - %R http://dx.doi.org/10.1016/j.cie.2014.11.019 %T Ontology-based reasoning \FOR\ ÞE\ InTELLIGent \HANDLING\ ØF\ Customer ComplaintS %U http://www.sciencedirect.com/science/article/pii/S0360835214004070 %X Abstract While responding to customer complaints and solving customer problems effectively contributes to high service quality, a customer complaint can also be regarded as a critical source of information for improving the firms’ products and services. Handling complaints successfully can resolve crises and help maintain customer loyalty. Hence, from a customer relationship management (CRM) perspective, it is well worth collecting and analyzing complaint-related knowledge. Constructing ontology of customer complaints is the first crucial step in CRM. Web Ontology Language (OWL) is a formal tool for defining an ontology, providing a complete description of the domain knowledge. The ontological schema of complaint handling serves as the basis for case-based reasoning (CBR) mechanism which includes retrieving cases, using case indexing and similarity matrixes procedures. Thus, this research presents an interoperable ontology and case-based reasoning for intelligent complaint handling. The solution offers enterprises an informative and knowledge-based methodology to resolve customer complaints systematically with self-learning feature.

@article{Lee2014, abstract = {Abstract While responding to customer complaints and solving customer problems effectively contributes to high service quality, a customer complaint can also be regarded as a critical source of information for improving the firms’ products and services. Handling complaints successfully can resolve crises and help maintain customer loyalty. Hence, from a customer relationship management (CRM) perspective, it is well worth collecting and analyzing complaint-related knowledge. Constructing ontology of customer complaints is the first crucial step in CRM. Web Ontology Language (OWL) is a formal tool for defining an ontology, providing a complete description of the domain knowledge. The ontological schema of complaint handling serves as the basis for case-based reasoning (CBR) mechanism which includes retrieving cases, using case indexing and similarity matrixes procedures. Thus, this research presents an interoperable ontology and case-based reasoning for intelligent complaint handling. The solution offers enterprises an informative and knowledge-based methodology to resolve customer complaints systematically with self-learning feature. }, added-at = {2015-01-14T21:25:14.000+0100}, author = {Lee, Ching-Hung and Wang, Yu-Hui and Trappey, Amy J.C.}, biburl = {https://www.bibsonomy.org/bibtex/27cc9766a1a3fa04063ff59ad4d4def9b/diverzulu}, doi = {http://dx.doi.org/10.1016/j.cie.2014.11.019}, file = {:D\:\\ASUS-FINO\\Inkhognito_M\\David\\PhD\\Web Semântica\\Biomedicine Ontology\\Automated Acquisition\\2014_Computers-Industrial-Engineering_Ontology-based-reasoning-FOR-THE-InTELLIGent-HANDLING-OF-Customer-ComplaintS.pdf:PDF}, interhash = {86d48884da2f9397ab72da4bd77fec56}, intrahash = {7cc9766a1a3fa04063ff59ad4d4def9b}, issn = {0360-8352}, journal = {Computers \& Industrial Engineering }, keywords = {Customer complaint}, number = 0, owner = {David}, pages = { - }, timestamp = {2015-01-14T21:25:14.000+0100}, title = {Ontology-based reasoning \{FOR\} \{THE\} InTELLIGent \{HANDLING\} \{OF\} Customer ComplaintS }, url = {http://www.sciencedirect.com/science/article/pii/S0360835214004070}, year = 2014 }