An evidential reasoning-based decision support system for handling customer complaints in mobile telecommunications

Handling customer complaints is a decision-making process that inherently involves a classification problem where each complaint should be classified exclusively to one of the complaint categories before a resolution is communicated to customers. Previous studies focus extensively on decision suppor...

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Bibliographic Details
Main Authors:	Chen, Y.-W (Author), Xu, D.-L (Author), Yang, J.-B (Author), Yang, Y. (Author)
Format:	Article
Language:	English
Published:	Elsevier B.V. 2018
Subjects:	Classification Classification (of information) Customer complaint handling Customer complaints Decision making Decision making process Decision support system Decision support system (DSSs) Decision support systems Evidential reasoning Evidential reasoning rule Inconsistent information Learning algorithms Machine learning Mobile telecommunications Rule-based classification Sales Telecommunication companies Telecommunication industry
Online Access:	View Fulltext in Publisher

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View Fulltext in Publisher

An evidential reasoning-based decision support system for handling customer complaints in mobile telecommunications

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