• DocumentCode
    3721403
  • Title

    Warning model of customer churn based on emotions

  • Author

    Xiaowei Zhang; Juanqiong Gou

  • Author_Institution
    Dept. of Economics and Management, Beijing Jiaotong University, China
  • fYear
    2015
  • fDate
    7/1/2015 12:00:00 AM
  • Firstpage
    1
  • Lastpage
    3
  • Abstract
    Emotion is an important catalyst which affects a customer in the process of buying service, it shows satisfaction of customers for goods and services, and changes the loyalty of customers to the enterprise in the future. Customer complaints often reflect the quality of service objectively and customer emotion. Therefore, the paper use customer complaints of information service enterprise for data analysis, and try to establish the warning model of customer churn based on emotions.
  • Keywords
    "Data models","Customer satisfaction","Information services","Industries","Information technology","Telecommunications","Numerical models"
  • Publisher
    ieee
  • Conference_Titel
    Logistics, Informatics and Service Sciences (LISS), 2015 International Conference on
  • Type

    conf

  • DOI
    10.1109/LISS.2015.7369683
  • Filename
    7369683
    • Link To Document
    https://search.isc.ac/dl/search/defaultta.aspx?DTC=49&DC=3721403