Smart Fitting Rooms offer great potential to enhance customer shopping experience in retail fashion stores. To this end, they leverage auto-id technology to detect product selections of customers and offer additional services based on these selections on screens within the Smart Fitting Room cabins (e.g., product recommendations or Omnichannel services). While current implementations mainly rel...

Globalization and deregulation are modifying the competitive framework in the majority of economic sectors and, as a result, many companies are changing their commercial model to focus on the preservation of existing customers. Understanding customer loyalty therefore represents an element of competitive advantage. In this brief paper, we investigate loyalty in the Spanish petrol station market...

HETEROGENEOUS SYSTEM DESIGN PROBLEM Most organizations do not develop systems from scratch. Instead, to deal with economic constraints, organization demands, and customer needs, they often: a) identify possible problems that represent customer demand [10, 16], b) consider which possible technologies are useful to address these problems, e.g. commercial off-the-shelf software (COTS) [8] or open ...

The problem of allocation of orders for parts among part suppliers in a customer driven supply chain with operational risk is formulated as a stochastic singleor bi-objective mixed integer program. Given a set of customer orders for products, the decision maker needs to decide fromwhich supplier to purchase parts required for each customer order to minimize total cost and to mitigate the impact...

Prepaid customers in mobile telecommunications are not bound by a contract and can therefore change operators (‘churn’) at their convenience and without notification. This makes the task of predicting prepaid churn both challenging and financially rewarding. This paper presents an explorative, real world study of prepaid churn modeling by varying the experimental setup on three dimensions: data...

In this study, we investigate how hospitality companies can promote incremental and radical innovation through human resource management practices (i.e., selection and training). Data from 196 independent hotels and restaurants operating in the People’s Republic of China show that hiring multi-skilled core customer-contact employees and training core customer-contact employees for multiple skil...

There's no such thing as data quality in general: it all depends on the particular business application [10]. With this in mind, we begin by introducing customer segmentation as a basic data mining application in analytical CRM. We describe the structure of the data mining environment and outline data selection as an essential, but difficult sub-problem. From there, we go on to develop three pe...

Scoring models yield continuous predictions instead of sharp classifications. Scoring customers for profitability, loyalty, or product affinity corresponds to an inductive fuzzy classification: The model represents a continuous membership function mapping the set of customers into the fuzzy set of interesting customers – the fuzzy target group. This chapter presents a method for membership func...

Recent studies suggest that satisfaction with price affects overall customer satisfaction. In the internet market, customer satisfaction is determined by two separate measures: satisfaction with the pre-purchase experience (e.g. ease of use, selection) and satisfaction with the post-purchase experience (e.g., delivery, order tracking, customer service). Using data collected by a commercial web ...

The integration of customer knowledge into innovation processes not only faces companies with many challenges but also opens up opportunities for new product development and fostering innovativeness. Past research describes a multitude of approaches and practical examples, which companies can refer to if they are willing to tap customer knowledge. With the emergence of social software and open ...