教師資料查詢 | 類別: 期刊論文 | 教師: 張瑋倫 Chang Wei-lun (瀏覽個人網頁)

標題:Revisiting Customer Value by Forecasting E-Service Usages
學年100
學期2
出版(發表)日期2012/03/01
作品名稱Revisiting Customer Value by Forecasting E-Service Usages
作品名稱(其他語言)
著者Chang, Wei-lun; Weng, Sung-shun
單位淡江大學企業管理學系
出版者International Association for Computer Information Systems
著錄名稱、卷期、頁數Journal of Computer Information Systems 52(3), pp.41-49
摘要n the past, firms focused on stimulating consumption and acquiring customers while neglecting the significance of customer retention. This study delaminated customer value based on previous literature and blended the evolution of the CRM concept to build a customer value model. This work applied a Markov Chain and Bayesian theorem to forecast and recommend appropriate CRM e-services to customers, using Apple iTunes as a case study. Findings revealed that precision was the highest for 52 samples of customer behavior. The precision of a typical student or addicted worker can reach 70.6%, 60.4% for an addicted student, and 50% for a typical worker. The performance of Bayesian theorem is insignificantly influenced by customer type and sample. The adequacy was as high as 90%. The proposed framework not only revisits the value on needs, but also helps firms recommend appropriate services.
關鍵字E-Service;CRM;Markov Chain;Bayesian Approach
語言英文(美國)
ISSN2380-2057
期刊性質國外
收錄於SCI;
產學合作
通訊作者
審稿制度
國別美國
公開徵稿
出版型式,電子版,紙本
相關連結
Google+ 推薦功能,讓全世界都能看到您的推薦!