Please use this identifier to cite or link to this item:
http://hdl.handle.net/1942/13362
Full metadata record
DC Field | Value | Language |
---|---|---|
dc.contributor.author | DEPAIRE, Benoit | - |
dc.contributor.author | VANHOOF, Koen | - |
dc.contributor.author | WETS, Geert | - |
dc.date.accessioned | 2012-03-13T10:04:28Z | - |
dc.date.available | 2012-03-13T10:04:28Z | - |
dc.date.issued | 2012 | - |
dc.identifier.citation | EXPERT SYSTEMS WITH APPLICATIONS, 39 (8), p. 6903-6910 | - |
dc.identifier.issn | 0957-4174 | - |
dc.identifier.uri | http://hdl.handle.net/1942/13362 | - |
dc.description.abstract | It 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.iso | en | - |
dc.subject.other | Decision support tool; Dombi’s uninorm; Expectancy disconfirmation paradigm; Customer expectation; Participatory learning paradigm; Expectation-performance compatibility | - |
dc.title | A decision support tool for evaluating customer intentions using model-based knowledge discovery | - |
dc.type | Journal Contribution | - |
dc.identifier.epage | 6910 | - |
dc.identifier.issue | 8 | - |
dc.identifier.spage | 6903 | - |
dc.identifier.volume | 39 | - |
local.bibliographicCitation.jcat | A1 | - |
local.type.refereed | Refereed | - |
local.type.specified | Article | - |
dc.bibliographicCitation.oldjcat | A1 | - |
dc.identifier.doi | 10.1016/j.eswa.2012.01.005 | - |
dc.identifier.isi | 000302032600026 | - |
item.validation | ecoom 2013 | - |
item.fulltext | No Fulltext | - |
item.fullcitation | DEPAIRE, 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.accessRights | Closed Access | - |
item.contributor | DEPAIRE, Benoit | - |
item.contributor | VANHOOF, Koen | - |
item.contributor | WETS, Geert | - |
crisitem.journal.issn | 0957-4174 | - |
crisitem.journal.eissn | 1873-6793 | - |
Appears in Collections: | Research publications |
SCOPUSTM
Citations
2
checked on Sep 3, 2020
WEB OF SCIENCETM
Citations
1
checked on Oct 13, 2024
Page view(s)
48
checked on Apr 26, 2023
Google ScholarTM
Check
Altmetric
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.