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- Title
Customer Churn Identifying Model Based on Dual Customer Value Gap.
- Authors
Lun Hou; Xiaowo Tang
- Abstract
The customer chum arid the forecast of customer churn have been important research topics for a long time in the academic domain of customer relationship management. The customer value is studied to construct a gap model based on dual customer values; a basic description of customer value is given, then the gaps between products and services in different periods for the customers and companies are analyzed. The main factors that influence the perceived customer value are analyzed to define the "recognized value gap" and a gap model for the dual customer value is constructed. Based on the dual customer gap a conceptual model to determine potential churn customers is proposed in the paper.
- Subjects
MANAGEMENT science research; INDUSTRIAL management; CONSUMER behavior; CUSTOMER relations; SALESFORCE automation; RETAIL industry
- Publication
International Journal of Management Science (12260797), 2010, Vol 16, Issue 2, p17
- ISSN
1226-0797
- Publication type
Article