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Development of an intelligent customer-supplier relationship management system: the application of case-based reasoning

 

Article Information:

Title:

Development of an intelligent customer-supplier relationship management system: the application of case-based reasoning

Author(s):

K.L. Choy, Kenny K.H. Fan, Victor Lo

Journal:

Industrial Management & Data Systems

Year:

2003

Volume:

103

Issue:

4

Page:

263 - 274


ISSN:

0263-5577


DOI:

10.1108/02635570310470665

Publisher:

MCB UP Ltd

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Abstract:

In increasingly competitive markets, customer satisfaction is a vital corporate objective. Key elements to increasing customer satisfaction include producing consistently high-quality products and providing high-quality customer service. Also, supplier relationship management (SRM) contributes to the supplier selection and increases the competitive advantage of manufacturers. SRM can enhance customer satisfaction and increase market share. Thus the development of a customer-SRM system in the areas of outsourcing is essential for a company to remain competitive. Discusses an intelligent customer-SRM system (ISRMS), using case-based reasoning to help solve problems such as supplier selection and the help desk problem-solving approach. By using ISRMS, companies can select the most suitable suppliers from the supplier list, as well as establishing a good customer-supplier relationship between parties.

Keywords:

Customer satisfaction, Customer service, Service quality, Supplier relations, Supply chain management


Article Type:

Research paper


Article URL:

http://www.emeraldinsight.com/10.1108/02635570310470665

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