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A bi-level decision model for customer churn analysis

Journal Article


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Abstract


  • This paper develops a bi-level decision model and a solution approach to optimizing service features for a

    company to reduce its customer churn rate. First, a bi-level decision model, together with its modeling approach,

    are developed to describe the gaming relationship between decision makers in a company (service provider) and

    its customers. Then, a practical solution approach to reaching solutions for the bi-level-modeled customer churn

    problem is developed. Finally, experiments and case studies are conducted to illustrate the bi-level decision model

    and the solution approach.

Authors


  •   Gao, Ya (external author)
  •   Zhang, Guangquan (external author)
  •   Lu, Jie (external author)
  •   Ma, Jun

Publication Date


  • 2013

Citation


  • Gao, Y., Zhang, G., Lu, J. & Ma, J. (2013). A bi-level decision model for customer churn analysis. Computational Intelligence, 30 (3), 583-599.

Scopus Eid


  • 2-s2.0-84905897884

Ro Full-text Url


  • http://ro.uow.edu.au/cgi/viewcontent.cgi?article=3214&context=eispapers

Ro Metadata Url


  • http://ro.uow.edu.au/eispapers/2205

Number Of Pages


  • 16

Start Page


  • 583

End Page


  • 599

Volume


  • 30

Issue


  • 3

Abstract


  • This paper develops a bi-level decision model and a solution approach to optimizing service features for a

    company to reduce its customer churn rate. First, a bi-level decision model, together with its modeling approach,

    are developed to describe the gaming relationship between decision makers in a company (service provider) and

    its customers. Then, a practical solution approach to reaching solutions for the bi-level-modeled customer churn

    problem is developed. Finally, experiments and case studies are conducted to illustrate the bi-level decision model

    and the solution approach.

Authors


  •   Gao, Ya (external author)
  •   Zhang, Guangquan (external author)
  •   Lu, Jie (external author)
  •   Ma, Jun

Publication Date


  • 2013

Citation


  • Gao, Y., Zhang, G., Lu, J. & Ma, J. (2013). A bi-level decision model for customer churn analysis. Computational Intelligence, 30 (3), 583-599.

Scopus Eid


  • 2-s2.0-84905897884

Ro Full-text Url


  • http://ro.uow.edu.au/cgi/viewcontent.cgi?article=3214&context=eispapers

Ro Metadata Url


  • http://ro.uow.edu.au/eispapers/2205

Number Of Pages


  • 16

Start Page


  • 583

End Page


  • 599

Volume


  • 30

Issue


  • 3