< Terug naar vorige pagina

Publicatie

A decision support tool for evaluating customer intentions using model-based knowledge discovery

Tijdschriftbijdrage - Tijdschriftartikel

It is crucial for any manager to keep a close watch on customer satisfaction, customer loyalty and the customer’s intention to recommend the company. In this article, a new decision support tool is developed to support a manager with this task. This tool has been developed with companies in mind that posses limited customer satisfaction data. It uses model-based knowledge discovery to extract the customer’s expectation and the expectation-performance compatibility from the data. Two hypotheses are formulated which posit that compatibility between product performance and customer expectation have a positive influence on the customer’s intentions. Both hypotheses are supported by the data. Finally, a decision support tool is developed which visualizes the impact of customer satisfaction, product performance and expectation-performance compatibility on the customer’s intentions. The decision support tool contains three views which offer the manager important information at a glance.
Tijdschrift: Expert systems with applications
ISSN: 0957-4174
Issue: 8
Volume: 39
Pagina's: 6903 - 6910
Jaar van publicatie:2012
Trefwoorden:Decision support tool, Dombi’s uninorm, Expectancy disconfirmation paradigm, Customer expectation, Participatory learning paradigm, Expectation-performance compatibility
BOF-keylabel:ja
IOF-keylabel:ja
BOF-publication weight:10
CSS-citation score:1
Authors from:Government, Higher Education, Private
Toegankelijkheid:Closed