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.
|Title of host publication||Handbook of research on managing and influencing consumer behavior|
|Editors||Hans Ruediger Kaufmann|
|Place of Publication||Hersey, PA|
|Number of pages||15|
|ISBN (Print)||9781466665491, 9781466665477|
|Publication status||Published - 2015|
Ooi, C. S., Seng, K. P., & Ang, L-M. (2015). Automated technology integrations for customer satisfaction assessment. In H. Ruediger Kaufmann (Ed.), Handbook of research on managing and influencing consumer behavior (1st ed., pp. 606-620). IGI Global. https://doi.org/10.4018/978-1-4666-6547-7.ch027