Management Science and Financial Engineering

The Korean Operations Research and Management Science Society (한국경영과학회)
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Customer Churn Identifying Model Based on Dual Customer Value Gap

  • Hou, Lun (School of Management and Economics, University of Electronic Science and Technology of China) ;
  • Tang, Xiaowo (School of Management and Economics, University of Electronic Science and Technology of China)
  • Received : 2008.03.15
  • Accepted : 2009.12.20
  • Published : 2010.09.30
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Abstract

The customer churn and 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 con-ceptual model to determine potential churn customers is proposed in the paper.

Keywords

References

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