Modelling relationships between variables has been a major challenge for statisticians in a wide range of application areas. In conducting customer satisfaction surveys, one main objective, is to identify the drivers to overall satisfaction (or dissatisfaction) in order to initiate proactive actions for containing problems and/or improving customer satisfaction. Bayesian Networks (BN) combine g...

Design knowledge acquisition plays an extremely important role in new product conceptualization and product redesign. This study aims at facilitating the effectiveness of product redesign activities. It involves two interrelated phases, namely customer requirements elicitation and customer requirements evaluation. Sorting techniques, picture sorts in particular, have been employed for customer ...

In direct marketing large amounts of customer data are collected that might have some complex, non linear relation to customer behavior. Data mining techniques can ooer insight in these relations. In this paper we give a basic introduction in the application of data mining to direct marketing. Best practices for data selection, algorithm selection and evaluation of results are described and ill...

We propose an effective supplier selection method to maintain a continuous supply-relationship with suppliers. Costs have been sharply increasing and profit decreasing as the global competition among companies has increased and customer demands have diversified in the current business environment. Many other functions are now outsourced globally to strengthen competition. As a result, one of th...

This position paper discusses the customer-oriented combination of mobility services offered by multimodal mobility platforms. We present a process-oriented approach on the selection and provision of complex mobility services and give an overview of state-of-theart mobility platforms in German-speaking areas. We exemplify the limitations of current mobility platforms with regard to customerorie...

This paper develops and empirically validates customer shopping motives taking account of customer channel selection in multichannel systems. As each channel is associated with certain advantages and disadvantages from a customer’s perspective, we develop – based on behavioral considerations – a customer typology to classify different segments of customers. This enables us to empirically analyz...

Abstract Estimating the solution value of transportation problems can be useful to assign customers days for multi-period vehicle routing problems, or make customer selection decisions very fast (e.g., within an online environment). In this paper, we apply several regression methods predict total distance traveling salesman problem (TSP) and (VRP). We show that estimated fairly accurate using s...

Much research has been done to understand the motivations of consumers to choose among online retailers and the retailer factors driving customer satisfaction (e.g., Kim et al. 2009; Kotha et al. 2004; Pan et al. 2002; Qu et al. 2008; Smith et al. 2000; Wolfinbarger and Gilly 2003). Concentrating on e-tailing service quality, Wolfinbarger and Gilly (2003) argue that four factors—website design,...