W estimate the joint impact of the frequency reward and customer tier components of a loyalty program on customer behavior and resultant sales. We provide an integrated analysis of a loyalty program incorporating customers’ purchase and cash-in decisions, points pressure and rewarded behavior effects, heterogeneity, and forward-looking behavior. We focus on four key research questions: (1) How ...

In a competitive market environment, supply chain management (SCM) has been critical for companies to survive. Demand planning plays an important role in SCM, for it provides accurate demand forecasts which may achieve customer satisfaction by offering benefits such as low inventory level, short lead time, efficient resource allocation, and quick response. To obtain more accurate forecasts, thi...

The rapid growing of information technology (IT) motivates and makes competitive advantages in health care industry. Nowadays, many hospitals try to build a successful customer relationship management (CRM) to recognize target and potential patients, increase patient loyalty and satisfaction and finally maximize their profitability. Many hospitals have large data warehouses containing customer ...

In many firms, incentivized salespeople with private information about their customers are responsible for customer relationship management (CRM). Private information can help the firm by increasing sales efficiency, but it can also hurt the firm if salespeople use it to maximize own compensation at the expense of the firm. Specifically, we consider two negative outcomes due to private informat...

Currently, customers can choose among many Cloud providers for enterprise systems. The provider selection involves several challenges to match individual customer requirements and provided service characteristics. Unfortunately, this process is not transparent and characterized by the lack of appropriate selection criteria. Research is mainly concentrated on capabilities and success factors on ...

Customer satisfaction is the most important step in the process of identifying customer expectations. Identify customer expectations ‎without referring to him and get his view, is impossible. In order to identify customer expectations, service suppliers are also using ‎statistical techniques, surveyed their customers. According to the studies, there is no appropriate framework for expectati...

The automobile industry today is the most lucrative industry. Due to increase in disposable income in both rural and urban sector and availability of easy finance are the main drivers of high volume car segments. Further competition is heating up with host of new players coming in and global brands like Porsche, Bentley, and Ferrari all set to venture in Indian market. This research will be hel...

This study proposes a model that utilizes soft computing and Markov Chains within a data mining framework to observe the stability of customer segments. The segmentation process in this study includes clustering of existing consumers and classification-prediction of segments for existing and new customers. Both a combination and an integration of soft computing techniques were used in the propo...