widespread usage of web technology provides an opportunity for business in order to use internet as the tool for management of electronic relationship with costumers. organizations that undertake expense of investment in this field, one of their primary purposes is improvement of satisfaction of costumers. for this reason, in most of organizations which use the system of electronic relationship...

To improve customer satisfaction through prompting waiting time is a key way for a call center. The practice shows that the length of prompted waiting time has an important effect on customer satisfaction and the utility of the call center. Based on queuing theory we develop a maximum system utility optimization model with consideration of customer psychology behavior. First, we study the impac...

The rapidly evolving phenomenon of the World Wide Web and the creation of a new international arena for electronic commerce have expanded the possibilities for the marketing of products and services. The role played by customer behavior in the market-space is still not entirely understood and calls for investigations into the signi®cance of customer attitudes and loyalty. In this article, a mod...

The relationship between demand and customer returns represents an important input to inventory planning models. While poor estimates of this relationship can dramatically increase inventory management costs (de Brito and van der Laan, 2002), there is surprisingly little research on the topic. In this paper we investigate the relationship between demand and returns by comparing how customers’ r...

This chapter introduces the methodology of particle swarm optimization algorithm usage as a tool for finding customer profiles based on a previously developed predictive model that predicts events like selection of some products or services with some probabilities. Particle swarm optimization algorithm is used as a tool that finds optimal values of input variables within developed predictive mo...

Companies’ managers are very enthusiastic to extract the hidden and valuable knowledge from their organization data. Data mining is a new and well-known technique, which can be implemented on customers data and discover the hidden knowledge and information from customers' behaviors. Organizations use data mining to improve their customer relationship management processes. In this paper R, F, an...

A person experiences different stages throughout the life, causing dramatically varying behavior patterns. In applications such as online-shopping, it has been observed that customer behaviors are largely affected by their stages and are evolving over time. Although this phenomena has been recognized previously, very few studies tried to model the life-stage and make use of it. In this paper, w...

Customer segmentation involves an identification of distinct customer groups. Traditionally, customers were segmented by some criteria such as location, type of business, and customer value. In this paper we determine a methodology for identifying appropriate customer segments by using customer satisfaction-demanding behavior that is characterized by the disparity of derived global satisfaction...