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)peer-review

    3 Citations (Scopus)
    9 Downloads (Pure)


    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
    Number of pages15
    ISBN (Electronic)9781466665484
    ISBN (Print)9781466665491, 9781466665477
    Publication statusPublished - 2015


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