Automated technology integrations for customer satisfaction assessment

C.S. Ooi; K.P. Seng; L.-M. Ang

doi:10.4018/978-1-4666-6547-7.ch027

Automated technology integrations for customer satisfaction assessment

C.S. Ooi, K.P. Seng, L.-M. Ang

Research output: Book chapter/Published conference paper › Chapter (peer-reviewed) › peer-review

3 Citations (Scopus)

9 Downloads (Pure)

Abstract

This chapter presents the automated technology integrations for organizations to assess their customer satisfaction. The technology utilizations of most of the organizations to communicate with customers are summarized. This chapter also compares the common resources that are used to measure customer satisfaction. The main part of this chapter describes the related concerns and challenges faced by the business regarding customer satisfaction. This chapter introduces the integrations of automated technology components, such as Automated Emotion Recognition System and Automated Text Content Analysis Tool. These components can be integrated into communication tools to solve the existing problems efficiently and improve the assessment of customer satisfaction. © 2015 by IGI Global. All rights reserved.

Original language	English
Title of host publication	Handbook of research on managing and influencing consumer behavior
Editors	Hans Ruediger Kaufmann
Place of Publication	Hersey, PA
Publisher	IGI Global
Chapter	6
Pages	606-620
Number of pages	15
Edition	1st
ISBN (Electronic)	9781466665484
ISBN (Print)	9781466665491, 9781466665477
DOIs	https://doi.org/10.4018/978-1-4666-6547-7.ch027
Publication status	Published - 2015

Access to Document

10.4018/978-1-4666-6547-7.ch027

https://www.scopus.com/inward/record.uri?eid=2-s2.0-84945404408&doi=10.4018%2f978-1-4666-6547-7.ch027&partnerID=40&md5=4f0e62afa4588cbb639fc4e994c6ad30

Cite this

@inbook{e7cc1be6b832460aae8cb6c36ef5cce8,

title = "Automated technology integrations for customer satisfaction assessment",

abstract = "This chapter presents the automated technology integrations for organizations to assess their customer satisfaction. The technology utilizations of most of the organizations to communicate with customers are summarized. This chapter also compares the common resources that are used to measure customer satisfaction. The main part of this chapter describes the related concerns and challenges faced by the business regarding customer satisfaction. This chapter introduces the integrations of automated technology components, such as Automated Emotion Recognition System and Automated Text Content Analysis Tool. These components can be integrated into communication tools to solve the existing problems efficiently and improve the assessment of customer satisfaction. {\textcopyright} 2015 by IGI Global. All rights reserved.",

author = "C.S. Ooi and K.P. Seng and L.-M. Ang",

note = "Includes bibliographical references.",

year = "2015",

doi = "10.4018/978-1-4666-6547-7.ch027",

language = "English",

isbn = "9781466665491",

pages = "606--620",

editor = "{Ruediger Kaufmann}, {Hans }",

booktitle = "Handbook of research on managing and influencing consumer behavior",

publisher = "IGI Global",

address = "United States",

edition = "1st",

}

TY - CHAP

T1 - Automated technology integrations for customer satisfaction assessment

AU - Ooi, C.S.

AU - Seng, K.P.

AU - Ang, L.-M.

N1 - Includes bibliographical references.

PY - 2015

Y1 - 2015

N2 - This chapter presents the automated technology integrations for organizations to assess their customer satisfaction. The technology utilizations of most of the organizations to communicate with customers are summarized. This chapter also compares the common resources that are used to measure customer satisfaction. The main part of this chapter describes the related concerns and challenges faced by the business regarding customer satisfaction. This chapter introduces the integrations of automated technology components, such as Automated Emotion Recognition System and Automated Text Content Analysis Tool. These components can be integrated into communication tools to solve the existing problems efficiently and improve the assessment of customer satisfaction. © 2015 by IGI Global. All rights reserved.

AB - This chapter presents the automated technology integrations for organizations to assess their customer satisfaction. The technology utilizations of most of the organizations to communicate with customers are summarized. This chapter also compares the common resources that are used to measure customer satisfaction. The main part of this chapter describes the related concerns and challenges faced by the business regarding customer satisfaction. This chapter introduces the integrations of automated technology components, such as Automated Emotion Recognition System and Automated Text Content Analysis Tool. These components can be integrated into communication tools to solve the existing problems efficiently and improve the assessment of customer satisfaction. © 2015 by IGI Global. All rights reserved.

U2 - 10.4018/978-1-4666-6547-7.ch027

DO - 10.4018/978-1-4666-6547-7.ch027

M3 - Chapter (peer-reviewed)

SN - 9781466665491

SN - 9781466665477

SP - 606

EP - 620

BT - Handbook of research on managing and influencing consumer behavior

A2 - Ruediger Kaufmann, Hans

PB - IGI Global

CY - Hersey, PA

ER -

Automated technology integrations for customer satisfaction assessment

Abstract

Access to Document

Fingerprint

Cite this