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Customer journeys and Markov chains

Peter Grindrod CBE

in Mathematical Underpinnings of Analytics: Theory and Applications

Published in print:
2014
Published Online:
March 2015
ISBN:
9780198725091
eISBN:
9780191792526
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780198725091.003.0008
Subject:
Mathematics, Analysis, Probability / Statistics

This chapter considers Markov models for customer behavioural change and hence customer value change based on longitudinal customer data. It considers the use of genetic algorithms in calibrating ... More


High Ends

Alison Owings

in Hey, Waitress!: The USA from the Other Side of the Tray

Published in print:
2002
Published Online:
March 2012
ISBN:
9780520217508
eISBN:
9780520931220
Item type:
chapter
Publisher:
University of California Press
DOI:
10.1525/california/9780520217508.003.0005
Subject:
Sociology, Occupations, Professions, and Work

This chapter studies the stories of waitresses who have experienced stress while on the job due to money and the behavior of the customers. It describes the behavior of the various customers who eat ... More


Satisfaction Architect: Service Design and Its Behavioral Implications

Louis St. Peter, Walter L. Wallace, and Yusen Xia

in The Handbook of Behavioral Operations Management: Social and Psychological Dynamics in Production and Service Settings

Published in print:
2015
Published Online:
May 2015
ISBN:
9780199357215
eISBN:
9780190239336
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780199357215.003.0009
Subject:
Economics and Finance, Behavioural Economics

This chapter presents the traditional service deign and service delivery with the consideration of customer behaviors. The traditional focus on the elements of service design deals with the issue of ... More


Viral Marketing on Facebook for a New Open Innovation Platform

Catharina van Delden and Nancy Wünderlich

in Leading Open Innovation

Published in print:
2013
Published Online:
August 2013
ISBN:
9780262018494
eISBN:
9780262312455
Item type:
chapter
Publisher:
The MIT Press
DOI:
10.7551/mitpress/9780262018494.003.0286
Subject:
Business and Management, Knowledge Management

This chapter examines the use of social media for open innovation and describes a project involving viral marketing on the social networking site Facebook. It proposes guidelines for organizations ... More


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