Please use this identifier to cite or link to this item: http://hdl.handle.net/1942/13362
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dc.contributor.authorDEPAIRE, Benoit-
dc.contributor.authorVANHOOF, Koen-
dc.contributor.authorWETS, Geert-
dc.date.accessioned2012-03-13T10:04:28Z-
dc.date.available2012-03-13T10:04:28Z-
dc.date.issued2012-
dc.identifier.citationEXPERT SYSTEMS WITH APPLICATIONS, 39 (8), p. 6903-6910-
dc.identifier.issn0957-4174-
dc.identifier.urihttp://hdl.handle.net/1942/13362-
dc.description.abstractIt is crucial for any manager to keep a close watch on customer satisfaction, customer loyalty and the customer’s intention to recommend the company. In this article, a new decision support tool is developed to support a manager with this task. This tool has been developed with companies in mind that posses limited customer satisfaction data. It uses model-based knowledge discovery to extract the customer’s expectation and the expectation-performance compatibility from the data. Two hypotheses are formulated which posit that compatibility between product performance and customer expectation have a positive influence on the customer’s intentions. Both hypotheses are supported by the data. Finally, a decision support tool is developed which visualizes the impact of customer satisfaction, product performance and expectation-performance compatibility on the customer’s intentions. The decision support tool contains three views which offer the manager important information at a glance.-
dc.language.isoen-
dc.subject.otherDecision support tool; Dombi’s uninorm; Expectancy disconfirmation paradigm; Customer expectation; Participatory learning paradigm; Expectation-performance compatibility-
dc.titleA decision support tool for evaluating customer intentions using model-based knowledge discovery-
dc.typeJournal Contribution-
dc.identifier.epage6910-
dc.identifier.issue8-
dc.identifier.spage6903-
dc.identifier.volume39-
local.bibliographicCitation.jcatA1-
local.type.refereedRefereed-
local.type.specifiedArticle-
dc.bibliographicCitation.oldjcatA1-
dc.identifier.doi10.1016/j.eswa.2012.01.005-
dc.identifier.isi000302032600026-
item.accessRightsClosed Access-
item.fullcitationDEPAIRE, Benoit; VANHOOF, Koen & WETS, Geert (2012) A decision support tool for evaluating customer intentions using model-based knowledge discovery. In: EXPERT SYSTEMS WITH APPLICATIONS, 39 (8), p. 6903-6910.-
item.fulltextNo Fulltext-
item.validationecoom 2013-
crisitem.journal.issn0957-4174-
crisitem.journal.eissn1873-6793-
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