Customer churn, the loss of customers for a company, is one of the biggest loss of revenue for Verizon Wireless and other wireless telecommunications companies. Many companies use the lifetime value of a customer, the expected future cash flow from a particular customer, to determine long-term allocation of resources and human capital. As a result, the sudden defection of customers can greatly ...

The explosion of customer data in the last twenty years has increased the need for data mining aimed at customer relationship management (CRM) and understanding the customer. It is well known that the telecom sector consists of customers with a wide array of customer behaviors. These customers pose different risks, making it imperative to implement different treatment strategies to maximize sha...

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Retailers’ brands maker with private label have significantly boosted market share in recent years. Creating new brands for goods or services provide differentiation with similar distributors. The main aim of this paper is to test which component can be more effective in consumers’ purchase intention based on using private label for goods’ image. This research data was collected by prior st...

Service digitization increasingly impacts work and life. A frequent example is Internet banking. While customers act independently from time and space constraints, banks benefit from significantly lower transaction costs compared to branches. However, customers use online channels for distinct transactions and favor physical interactions with bank advisors for others. To understand the underlyi...

Multi-service providers, such as telecommunication and financial service companies, can benefit from understanding how customers’ service portfolios evolve over the course of their relationships. This can provide guidance for managerial issues such as customer valuation and predicting customers’ future behavior, whether it is acquiring additional services, selectively dropping current services,...

In this work we address an IT service customer’s challenge of selecting the cost-optimal service among different offers by external providers. We model the customer’s optimization problem by considering the potential negative monetary impact of different combinations of sequential service incidents on a customer business process – reflected via “business cost”. First, we describe which informat...

At present, cloud providers can offer cloud consumers three provisioning plans for computing resources, namely on-demand instance, reserved instance and spot instance. On-demand instance is stable, but very expensive; reserved instance is also guaranteed, and advance reservations are required, however customers’ future demands are often uncertain; price of spot instance could be the cheapest, b...