The service encounter occurs whenever a customer interacts with a company personally or through technology through, for example, the Internet, e-mail, or telephone. Nowadays, customers frequently initiate the encounter as, for example, inquiries, information searches, and complaints are conveniently performed online. This article explores the role of digital service encounters on customer perce...

Nowadays, marketing serves the purpose of maximizing customer lifetime value (CLV) and customer equity, which is the sum of the lifetime values of the company’s customers. But, CLV calculation encounters some difficulties which limit the usage of this technique. Nonetheless, companies looking for methods to know how to calculate their customers’ CLV. In this paper, fuzzy classification rules we...

Nowadays customer attrition is increasingly serious in commercial banks, particularly, high-valued customers in retail banking. Hence, it is encouraged to develop a prediction mechanism and identify such customers who might be at risk of attrition. This prediction mechanism can be considered to be a classifier. In particular, the problem of predicting risk of customer attrition can be prototype...

Online surveys conducted to find out customer satisfaction are increasingly important for modern businesses and healthcare organizations. Nowadays online customer satisfaction surveys are inextricably linked to business practices, marketing programs as well as other initiatives aimed at accomplishing customer engagement. A patient/customer satisfaction survey has a number of advantages that con...