Title :
The Study of Customer Complaints Management Based on System Dynamics: Modeling and Simulation
Author :
Liu, Jin-Lan ; Kang, Jian ; Bai, Yin ; Zhang, Xin
Author_Institution :
Sch. of Manage., Tianjin Univ.
Abstract :
In this paper, based on the relationships among customer satisfaction, repeated purchases, customer loyalty, complaint-voicing rate and complaint-dealing ability, a model is built to analysis customer flow resulting from the complaint management with the system dynamics method. Applying Vensim 5.0, customer flow is simulated with the data from China´s mobile market. Through analyzing the simulation results we can identify the key factors of system. Finally we obtain the high-point of the system running by adjusting the key factors effectively and continuously. We have also studied how to adjust the factors according to the experimental datum which provides guidance to managers making decisions
Keywords :
customer relationship management; decision making; Vensim 5.0; complaint-dealing ability; complaint-voicing rate; customer complaint management; customer flow analysis; customer loyalty; customer satisfaction; decision making; repeated purchase; simulation; system dynamics method; Accuracy; Analytical models; Conference management; Costs; Customer relationship management; Customer satisfaction; Cybernetics; Electronic mail; Laboratories; Machine learning; Product design; Quality control; Timing; Complaint-dealing Ability; Complaint-voicing Rate; Customer Loyalty; Customer Satisfaction; System Dynamics;
Conference_Titel :
Machine Learning and Cybernetics, 2006 International Conference on
Conference_Location :
Dalian, China
Print_ISBN :
1-4244-0061-9
DOI :
10.1109/ICMLC.2006.258340
