Automated Technology Integrations for Customer Satisfaction Assessment

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Author(s): Chien Shing Ooi (Sunway University, Malaysia), Kah Phooi Seng (Edith Cowan University, Australia)and Li-Minn Ang (Edith Cowan University, Australia)
Copyright: 2015
Pages: 15
Source title: Handbook of Research on Managing and Influencing Consumer Behavior
Source Author(s)/Editor(s): Hans-Ruediger Kaufmann (University of Nicosia, Cyprus & International Business School at Vilnius University, Lithuania)
DOI: 10.4018/978-1-4666-6547-7.ch027

Keywords: Business & Management / Business Science Reference / Consumer Management / Marketing

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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.

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