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...

With the increasing interest and emphasis on customer demands in new product development, customer requirements elicitation (CRE) and evaluation have secured a crucial position in the early stage of product conceptualization. As such, it is highly desired to have a systematic strategy for soliciting customer requirements effectively, and subsequently, analyzing customer orientations quantitativ...

As digitization makes customer migration easier and more attractive, managing customer recovery becomes increasingly important for organizations. In this context, the challenge is to avoid two error types that can occur with customer relation recovery. First, mistakenly investing in customer relations that are active (“alive”), and, second, mistakenly not investing in migrated customer relation...

price fairness and price satisfaction is one the most important fields in pricing and also in customer satisfaction. in this research, first the dimensions of price fairness, price satisfaction, customer satisfaction, and customer loyalty are extracted from marketing literature, then five hypotheses are developed. in proposed model, price fairness has direct impact on price satisfaction, custom...

Nowadays enterprise resource planning (ERP) systems are mostly ready-made software packages, which raises the importance of the ERP system selection. For SMEs a good fit between company business processes and ERP system functionality is a top priority in ERP selection. However, SME companies’ resources are limited and quite often their experience and knowledge of ERP systems is inadequate. Curr...

Arena is a software package intended to help e-commerce strategy researchers and designers test buying and selling strategies under different scenarios. It implements and adheres to a set of design criteria intended to ensure its simulation ability as well as prolonging its usable lifetime. The process of implementing Arena involved conducting background research into current strategies and the...

Today we begin to see a market situation between customer and manufacturer based on 1:1 relations. In order for the manufacturer to remain competitive, it is no longer sufficient to meet the requirements of the average customer, because there is no longer such thing as an average customer. We see how there is an increased interest in products that can be adapted according to the individual cust...

The Software-as-a-Service (SaaS) product model provides clients to outsource software application processing requirements. Customer satisfaction is an important problem facing SaaS firms. Marketing theory suggests that customer satisfaction is affected by perceived value, but this relationship has not been examined in the SaaS context. This study argues for the mediating role of perceived value...

In the wake of financial frauds and related audit issues, the US Congress passed the Sarbanes-Oxley (SARBOX) Act of 2002. Key to becoming SARBOX compliant are information systems (IS) that satisfy the mandates regarding internal controls, corporate governance, and fraud detection. These legal developments focusing senior management's attention on (1) internal controls are present and functionin...

Despite much IS research on customer relationship management (CRM) and respective (critical) success factors (SFs), CRM initiatives are still subject to high failure rates. One reason may be that many studies rather exclusively deal with a technological and project perspective and thus focus on CRM-related IT systems and their introduction. As a consequence, no holistic perspective on CRM in th...