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Please use this identifier to cite or link to this item: http://hdl.handle.net/1942/11215

Title: A Decision Support Tool for Evaluating Loyalty and Word-of-Mouth Using Model-Based Knowledge Discovery
Authors: DEPAIRE, Benoit
WETS, Geert
Issue Date: 2010
Citation: GarciaPedrajas, N; Herrera, F; Fyfe, C; Benitez, JM; Ali, M (Ed.) TRENDS IN APPLIED INTELLIGENT SYSTEMS, PT I, PROCEEDINGS. p. 691-700.
Series/Report: Lecture Notes in Artificial Intelligence, 6096
Abstract: It is critical for any manager to keep a close watch on customer satisfaction, customer, loyalty and the customer's intention to recommend the company In this at ERA: a new decision support tool is developed to support, a manager with this task This tool has been developed with companies in mind that posses !united customer satisfaction data It uses model-based knowledge discovery to extract, the customer's expectation and the expectation-performance compatibility om the data Too hypotheses ale formulated which posit, that compatibility between product, performance and customer expectation have a positive influence on the customei's intentions Both hypotheses are supported by the data Finally; a decision support, tool is developed which visualizes the impact, of customer satisfaction; product performance and expectation-performance compatibility on the customer's intentions The decision support tool contains two views which offer the manager important, information at, a glance
Notes: [Depaire, Benoit; Vanhoof, Koen; Wets, Geert] Hasselt Univ, Fac Business Econ, Transportat Res Inst, B-3590 Diepenbeek, Belgium.
URI: http://hdl.handle.net/1942/11215
ISI #: 000281604000069
ISSN: 0302-9743
Category: C1
Type: Proceedings Paper
Validation: ecoom, 2011
Appears in Collections: Research publications

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