A novel decision rules approach for customer relationship management of the airline market

Expert Systems with Applications

Volumn 36, Issue 3 PART 1, 2009, Pages 4374-4381

  Liou, James J H ^a  

^a KAINAN UNIVERSITY   (Taiwan)

Author keywords

Customer relationship management; Data mining; Dominance; Factor analysis; Rough set

Indexed keywords

COMMERCE; DATA MINING; FACTOR ANALYSIS; MULTIVARIANT ANALYSIS; PUBLIC RELATIONS; ROUGH SET THEORY;

COMPETITIVE POSITION; CUSTOMER BEHAVIOR; CUSTOMER CHURNS; CUSTOMER RELATIONSHIP MANAGEMENT; DOMINANCE; DOMINANCE-BASED ROUGH SET APPROACH; MARKETING STRATEGY; PREFERENCE MODELING;

SALES;

EID: 58349119806     PISSN: 09574174     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.eswa.2008.05.002     Document Type: Article

References (30)

1. Bergeron B. CRM: the customer isn't always right. Journal of Corporate Accounting & Finance 14 1 (2002) 53-57
2. Beynon M.J., and Peel M.J. Variable precision rough set theory and data discretisation: An application to corporate failure prediction. Omega 29 6 (2001) 561-576
3. Blaszczynski J., Greco S., and Slowinski R. Multi-criteria classification - A new scheme for application of dominance-based decision rules. European Journal of Operational Research 181 3 (2007) 1030-1044
4. Chalmeta R. Methodology for customer relationship management. The Journal of Systems and Software 79 7 (2006) 1015-1024
5. Day G.S., and Van den Bulte C. Superiority in customer relationship management: Consequences for competitive advantage and performance (2002), The Wharton School, University of Pennsylvania (pp. 1-49)
6. Goh C., and Law R. Incorporating the rough sets theory into travel demand analysis. Tourism Management 24 5 (2003) 511-517
7. Greco S., Matarazzo B., and Slowinski R. A new rough set approach to evaluation of bankruptcy risk. In: Zopounidis C. (Ed). Rough fuzzy and fuzzy rough sets (1998), Kluwer, Dordrecht 121-136
8. Greco S., Matarazzo B., and Slowinski R. Extension of the rough set approach to multicriteria decision support. INFOR 38 3 (2000) 161-195
9. Greco S., Matarazzo B., and Slowinski R. Rough sets theory for multicriteria decision analysis. European Journal of Operation Research 129 1 (2001) 1-47
10. Greco S., Matarazzo B., and Slowinski R. Rough sets methodology for sorting problems in presence of multiple attributes and criteria. European Journal of Operational Research 138 2 (2002) 247-259
11. Greco S., Matarazzo B., Slowinski R., and Stefanowski J. An algorithm for induction of decision rules consistent with dominance principle. In: Ziarko W., and Yao Y. (Eds). Rough sets and current trends in computing. LNAI 2005 (2001), Springer-Verlag, Berlin 304-313
12. Gronroos C. Relationship marketing: Strategic and tactical implications. Management Decision 34 3 (1996) 5-14
13. Gustafsson A., Johnson M.D., and Roos I. The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. Journal of Marketing 69 4 (2005) 210-218
14. Hawkes V.A. The heart of the matter: the challenge of customer lifetime value (2000), CRM Forum Resources pp. 1-10
15. Kim Y.S. Toward a successful CRM: variable selection, sampling, and ensemble. Decision Support Systems 41 2 (2006) 542-553
16. Kim S.Y., Jung T.S., Suh E.H., and Hwang H.S. Customer segmentation and strategy development based on customer lifetime value: A case study. Expert Systems with Applications 31 1 (2006) 101-107
17. Mithas S., Krishnan M.S., and Fornell C. Why do customer relationship management applications affect customer satisfaction?. Journal of Marketing 69 4 (2005) 201-208
18. Ozgener S., and Iraz R. Customer relationship management in small-medium enterprises: The case of Turkish tourism industry. Tourism Management 27 6 (2006) 1356-1363
19. Park J.W. Passenger perceptions of service quality: Korean and Australian case studies. Journal of Air Transport Management 13 4 (2007) 238-242
20. Pawlak Z. Rough sets. International Journal of Computer and Information Science 11 5 (1982) 341-356
21. Pawlak Z. Rough sets. In: Lin T.Y., and Cercone N. (Eds). Rough sets and data mining: analysis for imprecise data (1997), Kluwer Academic Publishers, Norwell, MA
22. Payne A., and Frow P. The role of multichannel integration in customer relationship management. Industrial Marketing Management 33 6 (2004) 527-538
23. Roh T.H., Ahn C.K., and Han I. The priority factor model for customer relationship management system success. Expert Systems with Applications 28 4 (2005) 641-654
24. Ryals L., and Knox S. Cross-functional issues in the implementation of relationship marketing through customer relationship management. European Management Journal 19 5 (2001) 534-542
25. Shyng J.Y., Wang F.K., Tzeng G.H., and Wu K.S. Rough set theory in analyzing the attributes of combination values for the insurance market. Expert Systems with Applications 32 1 (2007) 56-64
26. Slowinski, R. (2006). The international summer school on MCDM 2006. Class note. Kainan University, Taiwan. Software available on line: .
27. Slowinski R., and Zopounidis C. Application of the rough set approach to evaluation of bankruptcy risk. International Journal of Intelligent System in Accounting, Finance and Management 4 1 (1995) 27-41
28. Wang Y.F. Mining stock price using fuzzy rough set system. Expert System with Application 24 1 (2003) 13-23
29. Wong J.C., and Chung Y.S. Rough set approach for accident chains exploration. Accident Analysis and Prevention 39 3 (2007) 629-637
30. Zhu D., Premkumar G., Zhang X., and Chu C.H. Data mining for network intrusion detection: A comparison of alternative methods. Decision Science Journal 32 4 (2001) 635-660