Automated technology integrations for customer satisfaction assessment

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

Research output: Book chapter/Published conference paperChapter (peer-reviewed)

2 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 languageEnglish
Title of host publicationHandbook of research on managing and influencing consumer behavior
EditorsHans Ruediger Kaufmann
Place of PublicationHersey, PA
PublisherIGI Global
Chapter6
Pages606-620
Number of pages15
Edition1st
ISBN (Electronic)9781466665484
ISBN (Print)9781466665491, 9781466665477
DOIs
Publication statusPublished - 2015

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    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