Applying knowledge engineering techniques to customer analysis in the service industry

Authors:
Sung Ho Ha
Affiliations:
School of Business Administration, Kyungpook National University, Sangyeok-dong, Buk-gu, Daegu 702-701, Republic of Korea
Venue:
Advanced Engineering Informatics
Year:
2007

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Abstract

Using the customer relationship management perspective to investigate customer behavior, this study differentiates between customers through customer segmentation, tracks customer shifts from segment to segment over time, discovers customer segment knowledge to build an individual transition path and a dominant transition path, and then predicts customer segment behavior patterns. By using real-world data, this study evaluates the accuracy of predictive models. The concluding remarks discuss future research in this area.