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    題名: Revisiting Customer Value by Forecasting E-Service Usages
    作者: Chang, Wei-lun;Weng, Sung-shun
    貢獻者: 淡江大學企業管理學系
    關鍵詞: E-Service;CRM;Markov Chain;Bayesian Approach
    日期: 2012-03
    上傳時間: 2012-11-28 17:21:33 (UTC+8)
    出版者: International Association for Computer Information Systems
    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.
    關聯: Journal of Computer Information Systems 52(3), pp.41-49
    顯示於類別:[企業管理學系暨研究所] 期刊論文


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