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
fDate :
7/1/2015 12:00:00 AM
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"
Conference_Titel :
Logistics, Informatics and Service Sciences (LISS), 2015 International Conference on
DOI :
10.1109/LISS.2015.7369683
