Prepaid customers in mobile telecommunications are not bound by a contract and can therefore change operators (‘churn’) at their convenience and without notification. This makes the task of predicting prepaid churn both challenging and financially rewarding. This paper presents an explorative, real world study of prepaid churn modeling by varying the experimental setup on three dimensions: data...

As digitization makes customer migration easier and more attractive, managing customer recovery becomes increasingly important for organizations. In this context, the challenge is to avoid two error types that can occur with customer relation recovery. First, mistakenly investing in customer relations that are active (“alive”), and, second, mistakenly not investing in migrated customer relation...

price fairness and price satisfaction is one the most important fields in pricing and also in customer satisfaction. in this research, first the dimensions of price fairness, price satisfaction, customer satisfaction, and customer loyalty are extracted from marketing literature, then five hypotheses are developed. in proposed model, price fairness has direct impact on price satisfaction, custom...

Sales force can be directly linked to revenue generation capabilities of almost all commercial enterprises. It is amazing to note how successful salespeople are effective in adapting their selling approaches specific to the selling situations. In industrial markets where products are approaching commoditization, salespeople play a crucial role in architecting value propositions that resonate wi...

A to Jacobson and Mizik [Jacobson, R., N. Mizik. 2009. The financial markets and customer satisfaction: Reexamining possible financial market mispricing of customer satisfaction. Marketing Sci. 28(5) 810–819], excess stock portfolio returns for firms with strong customer satisfaction are small and statistically insignificant, and if there is any above-market performance at all, it is due to a s...

It is increasingly important for Internet Service Providers (ISPs) to monitor their systems to detect problems in advance of customer complaints. Accurate, yet rapid, diagnosis of detected problems is essential for minimizing customer-perceived service downtimes. Such requirements warrant a new generation of technologies for service quality measurement and problem diagnosis. End-to-end performa...

The market for mobile apps is expanding quickly. Customer adoption for these apps is determined positively by app utility and social information as well as negatively by the perceived privacy risk associated with disclosing sensitive private information such as customer identity and geographical location. Because of the social nature of many of these apps, and the characteristics of the primary...

This paper proposes a framework for online service applications based on Service Science which identifies and enables a better understanding of the different issues faced by online service designers, engineers, and delivery personnel. The application of the Service Science framework is made possible by carefully distinguishing online service applications not only from traditional personal softw...

Utility companies need to institutionalize a datadriven value chain that enables them to integrate their information technology (IT) and operational technology (OT) systems, and convert real-time data into actionable intelligence. Leveraging Asset Information Management (AIM) frameworks can achieve this goal, and boost efciency, trim expenses, and enable customer engagement. Disruptive changes...

The hospitality industry is one that has been driven by customer loyalty. Many customers pick their hotel of choice and will stay with that same hotel because of the experiences, service, and even the price. Customers have recently been rewarded through hotel, credit card, and airline points that help drive and maintain this loyalty. Utilizing data to their advantage, the hotel industry has bee...