Improving Customer Complaint Management by Automatic Email Classification Using Linguistic Style Features as Predictors

K. Coussement and Dirk Van den Poel
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K. Coussement: LEM - Lille - Economie et Management - Université de Lille, Sciences et Technologies - CNRS - Centre National de la Recherche Scientifique

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Date: 2008
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Published in Decision Support Systems, 2008, 44 (4), pp.370-382

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Working Paper: Improving Customer Complaint Management by Automatic Email Classification Using Linguistic Style Features as Predictors (2007)
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