How to improve customer relationship management in air transportation using case-based reasoning

Abstract

This paper describes research that aims to provide a new strategy for Customer Relationship Management for Air Transportation. It presents our proposed approach based on Knowledge Management processes, Enterprise Risk Management and Case-Based Reasoning. It aims to mitigate risks facing in air transportation process. The principle of this method consists in treating a new risk by counting on previous former experiments (case of reference). This type of reasoning rests on the following hypothesis: if a past risk and the new one are sufficiently similar, then all that can be explained or applied to the past risks or experiments (case bases) remains valid if one applies it to the new risk or for new situation which represents the new risk or problem to be solved. The idea of this approach consists on predicting adapted solution basing on the existing risks in the case base having the same contexts. © 2014 Springer International Publishing.