Behavior is increasingly recognized as a key component in business intelligence and problem-solving. Different from traditional behavior analysis, which mainly focus on implicit behavior and explicit business appearance as a result of business usage and customer demographics, this paper proposes the field of Behavior Informatics and Analytics (BIA), to support explicit behavior involvement thro...

Recent research on market orientation and close customer relationships addresses how firms create market intelligence and adapt to their environments. However, our understanding of market-oriented firms is incomplete because it does not fully incorporate with cultural linkages and collaboration in buyer-seller relationships. Actually, it has been neither investigated nor understood well the int...

The advent of e-commerce gives an opportunity to shift the paradigm of customer communication into a highly interactive mode. The new generation of commercial Web servers, such as the Blue Martini’s server, combines the collection of data on a customer behavior with real-time processing and dynamic tailoring of a feedback page. The new opportunities for direct product marketing and cross sellin...

warranty as a kind of service contract today plays a role key in business and legal transactions. in this paper, we present a manufacturer, an agent and a customer's model under different service contracts suggestions. the manufacturer's profit is maximized by determining sale price, warranty period and warranty price. in addition we obtain optimal maintenance cost or repair cost for ...

Customer relationship management (CRM) is seen as a key element in delivering citizen-centric public services in the UK. However, CRM originated in the private sector as a technology to support customer acquisition, retention and extension (cross-selling). The appropriateness of this technology to organizations striving to meet complex goals such as improving the quality of life for vulnerable ...

We consider a single-server discrete-time queueing system with N sources, where each source is modelled as a correlated Markovian customer arrival process, and the customer service times are generally distributed. We focus on the analysis of the number of customers in the queue, the amount of work in the queue, and the customer delay. For each of these quantities, we will derive an expression f...

We study G/G/n+GI queues in which customer patience times are independent, identically distributed following a general distribution. When a customer’s waiting time in queue exceeds his patience time, the customer abandons the system without service. For the performance of such a system, we focus on the abandonment process and the queue-length process. We prove that, under some conditions, a det...

Communications service providers (CSPs) are being pushed to the lower end of the value chain by standalone, over-the-top (OTT) players and Internet of Things (IoT)—which are able to establish direct customer touch points. However, there is a proven methodology for CSPs to transform and migrate their data assets into the digital landscape to meet their business objectives. Business Imperatives f...