Journal
INDUSTRIAL MANAGEMENT & DATA SYSTEMS
Volume 103, Issue 3-4, Pages 263-274Publisher
EMERALD
DOI: 10.1108/02635570310470665
Keywords
customer service; supplier relations; supply chain management; service quality; customer satisfaction
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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. SIRM 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-SIRM system (ISIRMS), 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.
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