This paper considers customer satisfaction data. In Section 1 we report a short introduction, in Section 2 we describe how it is possible to obtain data to measure customer satisfaction. Section 3 presents how is possible to analyze the collected data and Section 4 shows a review for standard statistical methods for customer satisfaction analysis. Then in Section 5 we explain our methodological...

The exponential growth in number of telecom providers and unceasing competition in the market has caused telecom operators to divert their focus more towards customer retention rather than customer acquisition. Hence it becomes extremely essential to identify the factors causing a customer to switch and take proactive actions in order to retain them. The paper aims to review existing literature...

The review of the literature reveals various relationships between the constructs of social identity, customer trust, and customer loyalty. Such results lead to questioning the nature of the conceptual structure that would include these constructs as well as their interrelationships in a structural model. From this perspective, the purpose of this study is to evaluate the mediating role of cust...

The purpose of this study is to analyse customer segmentation and capable-to-promise functionality in a demand fulfilment process. This is done through a literature review and a case study, the case showing that the company has experienced good results from using an advanced planning system based on customer segmentation and capable-topromise functionality.

In order to design new services in e-mobility, the knowledge of customer needs is crucial. In this paper, we compare the results from a literature review about customer needs with the results from harvesting a modern data source: micro blog data.

Many product review websites have been established (e.g., epinion.com, Rateitall.com) for collecting user reviews for a variety of products. In addition, it has also become a common practice for merchants or product manufacturers to setup online forums that allow their customers to provide reviews or express opinions on products they are interested or have purchased. To facilitate merchants, pr...