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A Cloud Based Mobile Dispatching System with Built-in Social CRM Component: Design and Implementation

Department of Computer Science, Faculty of Automation and Computer Science, Technical University of Cluj Napoca, Baritiu 26, 400027 Cluj, Romania
Author to whom correspondence should be addressed.
Computers 2015, 4(3), 176-214;
Received: 20 April 2015 / Revised: 11 June 2015 / Accepted: 25 June 2015 / Published: 2 July 2015
Mobile dispatching applications have become popular for at least two major reasons. The first reason is a more mobile-centric usage pattern, where users relate to apps for fulfilling different needs that they have. In this respect, a vehicle dispatching application for mobile phones is perceived as a modern way of booking a vehicle. The second reason has to do with the advantages that this method has over traditional dispatching systems, such as being able to see the vehicle approaching on a map, being able to rate a driver and the most importantly spurring customer retention. The taxi dispatching business, one of the classes of dispatching businesses, tends to be a medium to lower class fidelity service, where users mostly consider the closest taxi as opposed to quality, which is regarded as being at a relatively consistent level. We propose a new approach for the taxi ordering application , a mobile dispatching system, which allows for a more engaged user base and offers fidelity rewards that are used to enhance the customer retention level based on a built in social customer relationship management (CRM) component. With this approach, we argue that in a business world which is shifting from a consumer-centric marketing to a human-centric model, this apps will allows taxi businesses to better interact with their clients in a more direct and responsible manner. Also this distributed system helps taxi drivers, which can receive orders directly from their clients and will be able to benefit from offering quality services as they can get higher ratings. View Full-Text
Keywords: mobile computing; cloud; dispatching system; social CRM mobile computing; cloud; dispatching system; social CRM
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Ivan, C.; Popa, R. A Cloud Based Mobile Dispatching System with Built-in Social CRM Component: Design and Implementation. Computers 2015, 4, 176-214.

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