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Profit-based feature selection using support vector machines - General framework and an application for customer retention
(Elsevier, 2015)
Churn prediction is an important application of classification models that identify those customers most likely to attrite based on their respective characteristics described by e.g. socio-demographic and behavioral ...
Are frequent customers always a company's intangible asset?: Some findings drawn from an exploratory case study
(2004)
Since the early 1990s research has been conducted in an attempt to establish a viable and reliable manner of measuring the intangible assets, also referred to as the intellectual capital, of companies. Several models have ...
Customer knowledge management: Micro, small and medium - Sized enterprises in Bogotá - Colombia
The idea of Customer Knowledge Management (CKM) is quite new, especially linked to operations within an organization. In this context, it is required to recall 80’s worldwide concepts as Customer Relation Ship (CRM) or ...
The different roles of switching costs on the satisfaction-loyalty relationship
(Emerald Group Publishing Ltd., 2009)
Purpose - The purpose of this paper is to develop and empirically test the antecedent, mediating and moderating role of switching costs on the relationship between satisfaction and loyalty. Design/methodology/approach - ...