Marketing Management Support Systems

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Charles K. Chui, Guanrong Chen

This book offers a self-contained, elementary and yet rigorous treatment of linear system theory and optimal control theory. Fundamental topics within this area are considered, first in the continuous-time and then in the discrete-time setting. Both time-varying and time-invariant cases are investigated. The approach is quite standard but a number of new results are also included, as are some brief applications. It provides a firm basis for further study and should be useful to all those interested in the rapidly developing subjects of systems engineering, optimal control theory and signal processing.

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Alireza Faed

This thesis addresses the issue of customer complaints in the context of Customer Relationship Management (CRM). Following a comprehensive survey of the current literature on CRM, it describes the development of a new intelligent CRM (I-CRM) framework, which integrates in a single approach different innovative analytical methods. Unlike conventional approaches, this new methodology can handle customer complaints with respect to different variables, thus allowing organizations to find their key customers and key complaints, and to address and provide solutions for their major complaints, hence promoting business development. The thesis also describes the successful application of the method to a real-world case: the virtually immeasurable number of complaints from truck drivers at the port city Fremantle in Western Australia.

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Barbara A. Cherry

The Crisis in Telecommunications Carrier Liability addresses the important public policy issues underlying liability rules for common carriers in the context of telephone companies. These public policy concerns must be evaluated for their compatibility in achieving other public policy objectives, such as universal service, imposed on the telecommunications industry under the Telecommunications Act of 1996. This book offers the industry and policymakers, as well as those hoping to influence the public policy process, both the means and recommendations for designing more appropriate liability rules in order to achieve the numerous social objectives for the telecommunications industry.

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Victor Aguilar

Product Description This book is about economic theory. It is not, however, a simplified version of mainstream economics; mainstream economics is simpleminded enough already. It is certainly not in the "how to be a salesman" genre, nor does it propose to tell the reader how to make money in the framework of current financial institutions. It is an abstract treatise. The purpose of this book is to give an axiomatic foundation for the theory of economics.