A dynamic decision support system to predict the value of customer for new product development

Decision Support Systems

Volumn 52, Issue 1, 2011, Pages 178-188

  Chan, S L ^a   Ip, W H ^a  

^a HONG KONG POLYTECHNIC UNIVERSITY   (Hong Kong)

Author keywords

Customer relationships; Decision support systems; New product development; Value of customer

Indexed keywords

CUSTOMER BEHAVIOR; CUSTOMER LIFE TIME VALUE; CUSTOMER LOYALTY; CUSTOMER RELATIONSHIPS; CUSTOMER REQUIREMENTS; CUSTOMER VALUES; DECISION MAKERS; DECISION SUPPORTS; DYNAMIC DECISION; IDEA GENERATION; INFLUENCING FACTOR; MARKET SHARE; MARKET-DRIVEN PRODUCTS; MARKETING STRATEGY; NEW PRODUCT DEVELOPMENT; PRODUCT ATTRIBUTES; PRODUCT IMPROVEMENT; PURCHASE DECISION; TIME VALUE OF MONEY; VALUE OF CUSTOMER;

ARTIFICIAL INTELLIGENCE; COMMERCE; COMPETITION; CUSTOMER SATISFACTION; DECISION MAKING; DECISION SUPPORT SYSTEMS; PRODUCT DESIGN; PRODUCT DEVELOPMENT; PROFITABILITY; PUBLIC RELATIONS;

SALES;

EID: 80455174688     PISSN: 01679236     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.dss.2011.07.002     Document Type: Article

References (67)

1. G. Alexouda A user-friendly marketing decision support system for the product line design using evolutionary algorithms Decision Support Systems 38 2005 495 509
2. E. Anderson Customer satisfaction and word of mouth Journal of Service Research 1 1 1998 5 17
3. E.W. Anderson, and M. Sullivan The antecedents and consequences of customer satisfaction for firms Marketing Science 12 2 1993 125 143
4. B.J. Angerhofer, and M.C. Angelides System dynamics modeling in supply chain management: research review Proceedings of the 32nd conference on Winter Simulation, Orlando, Florida 2000 342 351
5. J. Arndt Product-based conversations in the diffusion of new products Journal of Marketing Research 1968 291 295
6. P.V. Balakrishnan, and V.S. Jacob Triangulation in decision support systems: algorithms for product design Decision Support Systems 14 4 1995 313 327
7. B.L. Bayus Word of mouth: the indirect effects of marketing efforts 1985 Journal of Advertising Research June-July 31-39
8. A. Booz, A. Allen, and A. Hamilton New Product Management for the 1980's 1982 Booz, Allen and Hamilton New York
9. S.L. Chan, and W.H. Ip A Markov chain repurchasing model for CRM using system dynamics Proceeding of the IASTED International Conference on Modelling and Simulation (MS 2008) 2008 Paper No.: 620-038
10. S.L. Chan, W.H. Ip, and V. Cho A model for predicting customer value from perspectives of product attractiveness and marketing strategy Expert Systems with Applications 37 2010 1207 1215
11. B. Chen, W.H. Ip, Y.B. Zhou, B. Liang, and H.L. Yu The design of a lean CRM software process model Proceedings of the Fourth International Conference on Electronic Business - shaping business strategy in a networked world 2001 Tsinghua University Beijing 335 339
12. C.H. Chen, L.P. Khoo, and W. Yan Web-enabled customer-oriented product concept formation via laddering technique and Kohonen association Concurrent Engineering 10 2002 299 310
13. Y. Chen, and L. Li Deriving information from CRM for knowledge management - a note on a commercial bank Systems Research and Behavioral Science 23 2 2006 141 146 (Pubitemid 43707706)
14. M.J. Cooper An evaluation system for project selection Research Management 21 1979 29 33
15. R.G. Cooper, and E. Kleinschmidt Uncovering the keys to new product success IEEE Engineering Management Review 21 Winter 1993 5 18
16. C. Cronroos Service Management and Marketing: A Customer Relationship Management Approach 2000 John Wiley & Sons New York
17. U. De Brenetani, and C. Droge Determinants of the new product screening decision: a structural model analysis International Journal of Research in Marketing 5 2 1988 91 106
18. J. Dyche CRM Handbook: The Business Guide to Customer Relationship Management 2002 Addison Wesley Boston
19. K.M. File, and R.A. Prince Positive Word-of-Mouth: customer satisfaction and buyer behavior International Journal of Bank Marketing 10 1 1993 25 29
20. X. Gao, Z. Li, and L. Li A process model for concurrent design in manufacturing enterprise information systems Enterprise Information Systems 2 1 2008 33 46 (Pubitemid 351314283)
21. N.C. Georgantzas Reengineering business process reengineering with system dynamics Proceedings of the 14th International Conference of the System Dynamics Society. Cambridge, Massachusetts, USA 1996
22. J.A. Harding, K. Popplewell, R.Y.K. Fung, and A.R. Omar An intelligent information framework relating customer requirements and product characteristics Computers in Industry 44 2001 51 65 (Pubitemid 32034438)
23. A. Herrmann, F. Huber, and C. Braunstein Market-driven product and service design: Bridging the gap between customer needs, quality management, and customer satisfaction International Journal of Production Economics 66 2000 77 96
24. J.L. Heskett, W.E. Jr. Sasser, and L.A. Schlesinger, Putting the service-profit chain to work. Harvard Business Review, Mar-Apr, (1994), 164-174.
25. W.H. Ip, B.C. Chen, C.W. Lau, K.L. Choy, and S.L. Chan Modelling a CRM Markov chain process using system dynamics International Journal of Value Chain Management 2 3 2008 420 435
26. W.H. Ip, B.C. Chen, H.C.W. Lau, and B. Liang A functional framework for integrating eCRM with workflow management based on customer value Tsinghua Science and Technology 11 1 2006 65 73
27. C. Kahraman, T. Ertay, and G. Buyukozkan A fuzzy optimization model for QFD planning process using analytic network approach European Journal of Operational Research 171 2 2006 390 411 (Pubitemid 41706205)
28. H.T. Keh, and Y.H. Lee Do reward programs build loyalty for services? The moderating effect of satisfaction on type and timing of rewards Journal of Retailing 82 2 2006 127 136 (Pubitemid 43639661)
29. L.P. Khoo, C.H. Chen, and W. Yan An investigation on a prototype customer-oriented information system for product concept development Computers in Industry 49 2002 157 174 (Pubitemid 35167698)
30. D. Kumar, W. Chen, and T.W. Simpson A market-driven approach to product family design International Journal of Production Research 47 1 2007 71 104
31. V. Kumar, and W. Reinartz Customer Relationship Management: A Database Approach 2006 John Wiley New York
32. C.K. Kwong, and H. Bai Fuzzy regression approach to process modeling and optimization of epoxy dispensing International Journal of Production Research 43 12 2005 2359 2375 (Pubitemid 41633030)
33. C.L. Lai, W.B. Lee, and W.H. Ip A study of system dynamics in just-in-time logistics Journal of Materials Processing Technology 138 2003 265 269
34. C.Y. Lam, S.L. Chan, and W.H. Ip A Structural Reliability Business Process Modelling with System Dynamics Simulation Cakaj Shkelzen, 2010 INTECH 978-953-307-055-1
35. C. Lin, T.S. Baines, J. O'Kane, and D. Link A Generic Methodology that Aids the Application of System Dynamics to Manufacturing System Modeling 1998 In Proceedings of the International Conference on Simulation 344-349
36. C.T. Lin, and C.T. Chen New product go/no-go evaluation at the front end: a fuzzy linguistic approach IEEE Transactions on Engineering Management 51 2 2004 197 207
37. X. Liu, W.J. Zhang, and R. Jiang An analytical approach to customer requirement satisfaction in design specification development IEEE Transactions on Engineering Management 35 1 2008 94 102 (Pubitemid 351314642)
38. J.M. Lyneis System dynamics or market forecasting and structural analysis System Dynamics Review 16 1 2000 3 25
39. E. Mansfield, and S. Wagner Organization and Strategic Factors Associated with Probabilities of Success in Industrial R&D 1975 Journal of Business April
40. A.S. Melissa Strategic Management of Technological Innovation International Edition 2005 McGraw-Hill New York
41. W.L. Meyer The effects of loyalty programs on customer lifetime duration and share of wallet Journal of Retailing 83 2 2007 223 236
42. K. Mohan, R. Jain, and B. Ramesh Knowledge networking to support medical new product development Decision Support Systems 43 2007 1255 1273 (Pubitemid 47223461)
43. B.K. Mohanty, and B. Bhasker Product classification in the internet business - a fuzzy approach Decision Support Systems 38 2005 611 619
44. H. Moskowitz, and K.J. Kim QFD optimizer: a novice friendly quality function deployment decision support system for optimizing product designs Computers Industry Engineering 32 3 1997 641 655 (Pubitemid 127443675)
45. J.A. Murphy, J. Burton, R. Gleaves, and J. Kithoff Converting Customer Value: from Retention to Profit 2005 USA Wiley
46. J.P. Peter, and J.C. Olston Consumer Behavior and Marketing Strategy 8th ed 2008 McGraw-Hill Irwin New York
47. P.E. Pfeifer, and R.L. Carraway Modeling customer relationships as Markov chains Journal of Interactive Marketing 14 2 2000 43 45
48. C. Piao, X. Han, and H. Wu Research on E-commerce transaction networks using multi-agent modeling and open application programming interface Enterprise Information Systems 4 3 2010 329 353
49. J. Qi, L. Li, and H. Ai A systems dynamics approach to competitive strategy in mobile telecommunication industry Systems Research and Behavioral Science 26 2 2009 155 168
50. C. Ranaweera, and J. Prabhu On the relative importance of customer satisfaction and trust as determinants of customer retention and positive word of mouth Journal of Targeting, Measurement and Analysis for Marketing 12 1 2003 82 90
51. W.J. Reinartz, and V. Kumar The impact of customer relationship characteristics on profitable lifetime duration Journal of Marketing 67 1 2003 77 99 (Pubitemid 36161225)
52. G.P. Richardson System dynamics: simulation for policy analysis from a feedback perspective Qualitative Simulation Modeling and Analysis (Advances in Simulation) 1991 Springer-Verlag New York 144 169
53. A. Rodrigues, and J. Bowers The role of system dynamics in project management International Journal of Project Management 14 4 1996 213 220 (Pubitemid 126381460)
54. A.K. Saysel, Y. Barlas, and O. Yenigun Environmental sustainability in an agricultural development project: a system dynamics approach Journal of Environmental Management 64 3 2002 247 260
55. Q. Shu, and C. Wang A conceptual framework for product lifecycle modeling Enterprise Information Systems 1 3 2007 353 363
56. M.R. Solomon, G.W. Marshall, and E.W. Stuart Marketing: Real People Choices 6 ed 2010 Pearson Education, Inc. Upper Saddle River, NJ
57. S. Staley, and J. Warfield Enterprise integration of product development data: systems science in action Enterprise Information Systems 1 3 2007 269 285
58. M. Swink, S. Talluri, and T. Pandejpong Faster, better, cheaper: a study of NPD project efficiency and performance tradeoffs Journal of Operations Management 24 5 2006 542 562 (Pubitemid 44291863)
59. A.H. Tarek, and M. Stuart Software Project Dynamics: An Integrated Approach 1991 Prentice-Hall Englewood Cliffs, New Jersey
60. H.T. Thorsten, P.G. Kevin, and D.G. Dwayne Understanding relationship marketing outcomes: an integration of relational benefits and relationship quality Journal of Service Research 4 3 2002 230 247
61. J. Warfield Systems science serves enterprise integration: a tutorial Enterprise Information Systems 1 2 2007 235 254
62. T. Wasserman, Word Games. Brandweek, October 24 (2005), 30.
63. L. Xu The contribution of systems sciences to information systems research Systems Research and Behavioral Science 17 2000 105 116
64. L. Xu Information architecture for supply chain quality management International Journal of Production Research 49 1 2011 183 198
65. L. Xu, Z. Li, S. Li, and F. Tang A polychromatic sets approach to the conceptual design of machine tools International Journal of Production Research 43 12 2005 2397 2422
66. L. Xu, Z. Li, S. Li, and F. Tang A decision support system for product design in concurrent engineering Decision Support Systems 47 2007 2029 2042 (Pubitemid 44969935)
67. X.F. Zha, R.D. Sriram, and W.F. Lu Evaluation and selection in product design for mass customization: a knowledge decision support approach Artificial Intelligence for Engineering Design, Analysis, and Manufacturing 18 1 2004 87 109 (Pubitemid 40290318)