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

King Lun Tommy Choy, Kenny K.H. Fan, Victor Lo

Research output: Journal article publicationReview articleAcademic researchpeer-review

52 Citations (Scopus)


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.
Original languageEnglish
Pages (from-to)263-274
Number of pages12
JournalIndustrial Management and Data Systems
Issue number3-4
Publication statusPublished - 1 Jan 2003


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

ASJC Scopus subject areas

  • Management Information Systems
  • Industrial relations
  • Computer Science Applications
  • Strategy and Management
  • Industrial and Manufacturing Engineering

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