From information to operations: Service quality and customer retention

ACM Transactions on Management Information Systems

Volumn 2, Issue 4, 2011, Pages

  Padmanabhan, Balaji ^a   Hevner, Alan ^a   Cuenco, Michael ^b   Shi, Crystal ^b  

^a UNIVERSITY OF SOUTH FLORIDA   (United States)

^b FedEx   (United States)

Author keywords

Business intelligence; Customer churn; Data analytics; Data mining; Pattern discovery; Service quality index

Indexed keywords

ANALYTIC APPROACH; BUSINESS OPERATION; COLLABORATIVE PROJECTS; CUSTOMER CHURN; CUSTOMER RETENTION; DATA ANALYTICS; DATA SETS; EMPIRICAL STUDIES; INDUCTIVE METHOD; INNOVATIVE APPROACHES; PATTERN DISCOVERY; PREDICTOR VARIABLES; PRODUCT FEATURE; SERVICE QUALITY;

COMPETITIVE INTELLIGENCE; DATA MINING; POPULATION STATISTICS; QUALITY OF SERVICE; SALES;

CUSTOMER SATISFACTION;

EID: 84860581455     PISSN: 2158656X     EISSN: 21586578     Source Type: Journal    
DOI: 10.1145/2070710.2070712     Document Type: Review

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