運用「基因K-Means演算法」劃分混合客服中心客戶群

以作者查詢圖書館館藏

、以作者查詢臺灣博碩士

、以作者查詢全國書目

、勘誤回報

、線上人數：19

、訪客IP：18.97.14.82

姓名

裴廣志(Kenneth Bolido Perez) 查詢紙本館藏

畢業系所

工業管理研究所

論文名稱

運用「基因K-Means演算法」劃分混合客服中心客戶群
(Planning Customer Segmentation in Blended Contact Center Using Genetic K-Means Algorithm)

相關論文

★ 半導體化學材料銷售策略分析-以跨國B化工公司為例	★ TFT-LCD CELL製程P檢點燈不良解析流程改善之關聯法則應用
★ 金融風暴時期因應長鞭效應的策略 –以X公司為例	★ 勞動生產力目標訂定之研究-DEA 資料包絡法應用
★ 應用田口方法導入低溫超薄ITO透明導電膜於電容式觸控面板之研究	★ 多階不等效平行機台排程與訂單決策
★ 多準則決策之應用-以雷射半導體產業為例	★ 專案管理模式進行品管圈活動-以半導體機台保養測機流程改善為例
★ 應用e8D降低不合格品之效益分析-以快速消費品製造為例	★ 供應商評選模式之建構-以塑膠射出成型機製造為例
★ 應用協同規劃預測補貨於伺服器備品存貨改善之研究－以Q代工公司為例	★ 船用五金拋光作業之生產規劃
★ 以SCOR模型探討汽車安全輔助系統供應鏈-以A公司採購作業改善為例	★ 研發補助計畫執行成效評估之研究以「工業基礎技術專案計畫」為例
★ 運用生態效益發展永續之耳機產業	★ 失效模式設計審查(DRBFM)之應用-以筆記型電腦為例

檔案

[Endnote RIS 格式]

[Bibtex 格式]

[相關文章]

[文章引用]

[完整記錄]

[館藏目錄]

至系統瀏覽論文 ( 永不開放)

摘要(中)

現今競爭激烈的商業環境中，顧客服務中心已成為大多數企業與顧客們互動的主要部門。依據企業所制定的整體目標，顧客服務中心基本上需以最小的成本提供高品質的服務。舉例來說，某些混合型顧客服務中心，除了處理顧客交易業務的作業程序外，也必需提供售後服務解決方案。若顧客服務中心能將龐大且複雜的顧客資料有系統地建立顧客分群規則，將可使顧客服務中心內的資源有效地整合且最佳化。
本研究個案是一家位於菲律賓馬卡蒂市（Makati City）的混合型顧客服務中心，以過去五年所有交易數據為基礎，顧客的終身價值依照LRFM （Length, Recency, Frequency, and Monetary）顧客關係模型設定為一個量化指標，而對於交易數據資料庫則使用CRISP（Cross Industry Standard Process）方法進行處理與應用。首先，數據資料庫進行標準化去除LRFM顧客關係模型中變數週期性的差異，經過基因與K-means演算法和CRISP方法分析後得到16個初始的群集，其群集的中心是由LFRM顧客關係模型中圖案分析得到，而各變數的權重是使用熵值法（Shannon Entropy）進行計算，最後透過合併相似LRFM顧客關係模型圖形得到9個顧客群集。本研究將對各個群集各別制訂適合其對應顧客群體的特定經營與銷售計劃，而本研究結果可提供混合型客戶服務中心一個長期的顧客關係管理解決方案。

摘要(英)

Playing a crucial role in today’s competitive business environment, contact centers have been the primary source of customer interaction for most organizations. Driven by their common business goals to deliver a high quality service with minimum costs, centers such as blended contact centers act on operational basis in handling customer transactions. Optimization of resources will only be achieved if marketing decisions such as customer segmentation are appropriately established.
This study proposes a practical way to segment customers of a blended contact center in Makati City, Philippines using a five-year transactional data. Customer lifetime value is assigned as a quantitative indicator based on the LRFM customer relationship model. This study then proceeds with the application of CRISP method, a powerful method used in implementing data-driven projects, on the transaction database. The database are normalized first to avoid periodic differences in the LRFM variables. 16 initial clusters have been obtained by using Genetic K-Means algorithm on data modeling and analysis phase of CRISP method. The cluster centroids are analyzed by the LFRM patterns, which the weight of each variables are calculated using Shannon Entropy. Finally, 9 customer segments have been achieved by merging clusters with similar LRFM patterns. Each segment is evaluated and classified to formulate a specific marketing plan suitable to its corresponding customer segment. The results of this research can help blended contact centers sustain a long term CRM with their customers.

關鍵字(中)

★ 顧客關係管理
★ 顧客分群
★ 顧客終身價值
★ CRISP方法
★ 基因K-Means演算法
★ 混合型客戶服務中心

關鍵字(英)

★ Customer Relationship Management
★ Customer Segmentation
★ Customer Lifetime Value
★ CRISP Method
★ Genetic K-Means Algorithm
★ Blended Contact Center

論文目次

Acknowledgements i
中文摘要 ii
Abstract iii
Table of Contents iv
List of Figures vii
List of Tables viii
Chapter 1: Introduction 1
1.1. Background and Motivation 1
1.2. Research Problem 7
1.3. Rationale of the Study 8
1.4. Objectives of the Study 10
1.5. Research Structure 11
Chapter 2: Literature Review 13
2.1. Recent Research Studies Associated with Contact Centers 13
2.1.1. Classical Contact Center Problems 14
2.1.2. Studies on Technology-driven Innovations 19
2.1.3. Marketing Management 21
2.2. Customer Relationship Management 23
2.3. Customer Lifetime Value 25
2.3.1. Customer Segmentation 29
2.3.2. RFM and Modified RFM Models 32
Chapter 3: Proposed Methodology 34
3.1. Research Design and Sampling Method 34
3.2. Research Methodology 35
3.3. Data Sources and Collection 36
3.4. Clustering Analysis and Modeling 37
3.5. Ethical Considerations 39
Chapter 4: Clustering Implementation 41
4.1. Data Processing 41
4.2. Determining LRFM Weights 42
4.3. Clustering by Genetic K-Means Algorithm 43
4.3.1. Chromosome Encoding 44
4.3.2. Initialization 45
4.3.3. Selection Operator 45
4.3.4. Mutation Operator 46
4.3.5. K-Means Operator (KMO) 47
4.4. Cluster Classification 48
Chapter 5: Findings and Discussion 49
5.1. GKA Performance Evaluation 49
5.2. LRFM Analysis Results 51
5.3. Marketing Actions 54
5.3.1. Cross-selling and Upselling 54
5.3.2. Investments on Loyalty Program 56
5.3.3. Attrition Countermeasure 57
5.3.4. Persuasive Advertising 57
Chapter 6: Conclusions 58
6.1. Recommendation 60
References 61
Appendices 74
Interview Request Letter 74
Experiment Results: GKA Clustering Quality 75
Experiment Results: GKA Solution Time 76
Experiment Results: GA Clustering Quality 77
Experiment Results: GA Solution Time 78

參考文獻

Ahn, H.S., Righter, R., and Shanthikumar, J.G. (2005). Staffing Decisions for Heterogene-ous Workers with Turnover. Mathematical Methods of Operations Research, 62 (3), 499-514.

Aksin O.Z. and Harker, P.T. (1999). To Sell or Not to Sell: Determining the Tradeoffs be-tween Service and Sales in Retail Banking Phone Centers. Journal of Service Re-search, 2 (1), 19-33.

Aksin, O.Z. and Karaesmen, F. (2007). Characterizing the Performance of Process Flexibil-ity Structures. Operation Research Letters, 35 (4), 477-484.

Aksin, Z., Armony, M., and Mehrotra, V. (2007). The Modern Call Center: A Mul-ti-Disciplinary Perspective on Operations Management Research. Production and Operations Management, 16 (6), 665-688.

Aksin, O.Z., Karaesmen, E., and Ormeci, L. (2007). A Review of Work Force Cross Train-ing in Call Centers from an Operations Management Perspective. In D.Nembhard (Ed.), Workforce Cross Training Handbook. USA: CRC Press, Boca Raton, Florida.

Alvandi, M., Fazli, S., and Abdoli, F.S. (2012). K-mean Clustering Method for Analysis Customer Lifetime Value with LRFM Relationship Model in Banking Services. In-ternational Journal of Applied and Basic Sciences, 3 (11), 2294-2302.

Anton, J. (2000). The Past, Present and Future of Customer Access Centers. International Journal of Service Industry Management, 11 (2), 120-130.

Armony, M. and Gurvich, I. (2010). When Promotions Meet Operations: Cross-Selling and its Effect on Call Center Performance. Manufacturing and Service Operations Man-agement, 12 (3), 470-488.

Baldwin, H. (2000). Inbound vs. Outbound Call Centers. Retrieved November 5, 2014 from http://www.allbusiness.com/company-activities-management/management-pesonal/73 96089-1.html.

Bassamboo, A. and Zeevi, A. (2009). On a Data-Driven Method for Staffing Large Call Centers. Operation Research, 57 (3), 714-726.
Bastianin, A., Galleoti, M., and Manera, M. (2011). Forecast Evaluation in Call Centers: Combined Forecast, Flexible Loss Functions, and Economic Criteria. Working Paper, Universitá degli Studi di Milano.

Beal, V. (2003). Customer Relationship Management. Retrieved December 10, 2014 from http://www.webopedia.com/TERM/C/CRM.html.

Ben-Chanoch, E. (2004). Outbound Calling System in a Contact Center. US Patent 6707906.

Benoit, D.F. and Van den Poel, D. (2009). Benefits of Quantile Regression for the Analysis of Customer Lifetime Value in a Contractual Setting: An Application in Financial Services. Expert Systems with Applications, 36 (7), 10475-10484.

Berger, P. and Nasr, N. (1998). Customer Lifetime value: Marketing Models and Applica-tions. Journal of Interactive Marketing, 12 (1), 17-30.

Bertsimas, D. and Doan, X.V. (2010). Robust and Data-Driven Approaches to Call Centers. European Journal of Operation Research, 207 (2), 1072-1085.

Bhandari, A., Harchol-Balter, M., and Scheller-Wolf, A. (2008). An Exact and Efficient Al-gorithm for the Constrained Dynamic Operator Staffing Problem for Call Centers. Management Science, 54, 339-353.

Bhulai, S., Koole, G., and Pot, A. (2007). Simple Methods for Shift Scheduling in Mul-ti-Skill Call Centers. Manufacturing and Service Operations Management, 10 (3), 411-420.

Bordoloi, S.K. (2004). Agent Recruitment Planning in Knowledge Intensive Call Centers. Journal of Service Research, 6 (4), 309-323.

Brown, S. (2000). The Three Rs of Relationship Marketing: Retroactive, Retrospective, Retrogressive. In T. Hennig-Thurau and U. Hansen (Eds.), Relationship Marketing: Gaining Competitive Advantage through Customer Satisfaction and Customer Reten-tion. Germany: Springer, Berlin, 393-413.

Buckinx, W., Verstraeten, G., and Van den Poel, D. (2007). Predicting Customer Loyalty Using the Internal Transact- tional Database. Expert System with Application, 32 (1), 125-134.

Buzacott, J. A. (1996). Commonalities in Reengineered Business Processes: Models and Is-sues. Management Science, 42 (5), 768-782.

Byers, R.E. and So, K.C. (2007). A Mathematical Model for Evaluating Cross-Sales Policies in Telephone Service Centers. Manufacturing and Service Operations Management, 9 (1), 1-8.

Call Center Association (1999). Call Centers. Retrieved October 10, 2014 from http://www.cca -global.com/gsx/.

Chang, H.H. and Tsay, S.F. (2004). Integration of SOM and K-means in Data Mining Clus-tering: An Empirical Study of CRM and Profitability Evaluation. Journal of Infor-mation Management, 11 (4), 161-203.

Chang, H.C. and Tsai, H.P. (2011). Group RFM Analysis as a Novel Framework to Discover Better Customer Consumption Behavior. Expert Systems with Applications, 38, 14499-14513.

Chen, Z.Q. and Wang, R.L. (2011). Two Efficient Real-Coded Genetic Algorithms for Real Parameter Optimization. International Journal of Innovative Computing, Infor-mation and Control, 7 (8), 4871-4883.

Cheng, C.H. and Chen, Y.S. (2009). Classifying the Segmentation of Customer Value via RFM Model and RS Theory. Expert Systems with Applications, 36, 4176-4184.

Chung, Y.C, Tien, S.W., Tsai, C.H., and Tang, L.L. (2007). An Empirical Study of Customer Relationship Management Implementation in Taiwan’s Machine Industry. Journal of Business and Public Affairs, 1 (1), 1-12.

Coussement, K.F., Benoit, D., and Van den Poel, D. (2010). Improved Marketing Decision Making in a Customer Churn prediction Context using Generalized Additive Models. Expert Systems with Applications, 37, 2132-2143.

Crowder, M., Hand, D., and Krzanowski, W. (2007). On Optimal Intervention for Customer Lifetime Value. European Journal of Operational Research 183, 1550-1559.

Cuandros, A.J. and Dominguez, V.E. (2014). Customer Segmentation Model Based on Val-ue Generation for Marketing Strategies Formulation. Estudios Gerentiales, 30 (130), 25-30.

Dash, R. and Dash, R. (2012). Comparative Analysis of K-means and Genetic Algorithm Based Data Clustering. International Journal of Advanced Computer and Mathemat-ical Sciences, 3 (2), 257-265.

Dash, R., Mishra, D., Rath, A., and Acharya, M. (2010). A Hybridized K-means Clustering Approach for High Dimensional Dataset. International Journal of Engineering, Sci-ence and Technology, 2 (2), 59-66.

Dong, W., Swain, S., and Berger, P. (2007). The Role of Channel Quality in Customer Equity Management. Journal of Business Research, 60, 1243-1252.

Duboff, R.S. (1992). Marketing to Maximize Profitability. The Journal of Business Strategy, 13 (6), 10-13.

Dwyer, F.R. (1997). Customer Lifetime Valuation to Support Marketing Decision Making. Journal of Interactive Marketing, 11 (4), 6-13.

Elliott, G., Komunjer, I., and Timmermann, A. (2005). Estimation and Testing of Forecast Rationality under Flexible Loss. Review of Economic Studies, 72 (4), 1107-1125.

Esmaeili-Gookeh, M. and Tarokh, M.J. (2013). Customer Lifetime Value: A Literature Survey. International Journal of Industrial Engineering and Production Research, 24 (4), 317-336.

Excoffier, M., Gicquel, C., and Lisser, A. (2014). A Joint Chance-Constrained Programming Approach for Call Center Workforce Scheduling under Uncertain Call Arrival Fore-casts. International Journal of Production Economics, forthcoming.

Fader, P. and Hardi, B. (2009). Probability Models for Customer-Base Analysis. Journal of Interactive Marketing, 23, 61-69.

Fahim, A.M., Salem, A.M., Torkey, F.A., Saake, G., and Ramadan, M.A. (2009). An Effi-cient K-means with Good Initial Starting Points. Georgian Electronic Scientific Journal: Computer Science and Telecommunications, 2 (19), 47-57.
Gandomi, A. and Haider, M. (2015). Beyond the Hype: Big Data Concepts, Methods and Analytics. International Journal of Information Management, 35, 137-144.

Gans, N. and Zhou, Y.P. (2002). Managing Learning and Turnover in Employee Staffing. Operation Research, 50 (6), 991-1006.

Gans, N., Koole, G., and Mandelbaum, A. (2003). Telephone Call Centers: Tutorial, Review, and Research Prospects. Manufacturing and Service Operations Management, 5 (2), 79-141.

Gans, N. and Zhou, Y.P. (2007). Call Routing Schemes for Call Center Outsourcing. Manu-facturing and Service Operations Management, 9 (1), 33-50.

Garnett, O., Mandelbaum, A. and Reiman, M. (2002). Designing a Call Center with Impa-tient Customers. Manufacturing and Service Operations Management, 4 (3), 208-227.

Gehrt, K.C. and Shim, S. (1998). A Shopping Orientation Segmentation of French Consum-ers: Implications for Catalog Marketing. Journal of Interactive Marketing, 12 (4), 34-46.

Geraghty, S. (2014). How to Enhance Customer Loyalty with Call Center Customer Support. Retrieved June 20, 2015 from http://blog.talkdesk.com/how-to-enhance-customer-loyalty-with-call-center-customer-support.

Gloy, B.A., Akridge, J.T., and Preckel, P.V. (1997). Customer Lifetime Value: An Applica-tion in Rural Petroleum Market. Agribusiness, 13 (3), 335-347.

Gopalakrishnan, R., Doroudi, S., Ward, A. and Wierman, A. (2014). Routing and Staffing when Servers are Strategic. Proceedings of the Fifteenth ACM Conference on Eco-nomics and Computation, Association for Computing Machinery, New York, 713-714.

Grover, R. and Vriens, M. (2006). The Handbook of Marketing Research: Uses, Misuses, and Future Advances. USA: Sage Publications, California.

Gulati, G. (2013). In-house Versus Outsourced Call Centers. Retrieved January 15, 2015 from http://www.icmi.com/Resources/Global-Service-Delivery/2013/07/In-House- Versus-Outsourced-Call-Centers.

Gunes, E.D., Aksin, O.Z. (2004). Value Creation in Service Delivery: Relating Market Segmentation, Incentives, and Operational Performance. Manufacturing and Service Operations Management, 6 (4), 338–357.

Gurvich, I., Armony, M., and Mandelbaum, A. (2008). Service Level Differentiation in Call Centers with Fully Flexible Servers. Management Science, 54 (2), 279-294.

Haenlein, M., Kaplan, A., and Schoder, D. (2006). Valuing the Real Option of Abandoning Unprofitable Customers When Calculating Customer Lifetime Value. Journal of Marketing, 70, 5-20.

Hasjia, S., Pinker, E.J., and Shumsky, R.A. (2005). Staffing and Routing in a Two-Tier Call Center. International Journal Operational Research, 1(1-2), 8-29.

Hasija, S., Pinker, E.J., and Shumsky, R.A. (2008). Call Center Outsourcing Contracts under Information Asymmetry. Management Science, 54 (4), 793-807.

Hidalgo, P., Manzur, E., Olavarrieta, S., and Farías, P. (2007). Customer Retention and Price Matching: The Afps Case. Journal of Business Research, 61 (6), 691-696.

Hiziroglu, A. and Sengul, S. (2012). Investigating Two Customer Lifetime Value Models from Segmentation Perspective. Procedia – Social and Behavioral Sciences, 62, 766-774.

Ho, G.T.S., Ip, W.H., Lee, C.K.M., and Mou, W.L. (2012). Customer Grouping for Better Resources Allocation Using GA Based Clustering Technique. Expert Systems with Applications, 39, 1979-1987.

Hoekstra, J.C. and Huizingh, E.K. (1999). The Lifetime Value Concept in Customer-Based Marketing. Journal of Market Focused Management, 3 (3-4), 257-274.

Hosseni, M.B. and Tarokh, M.J. (2011). Customer Segmentation Using CLV Elements. Journal of Service Science and Management, 4, 284-290.

Huang, S.C., Lin, S.Y., Wei, J.T. and Wu, H.H. (2012). Using Bayesian Network and LRFM Model in a Pediatric Dental Clinic. 2012 International Symposium on Computer, Consumer and Control, 1-12.

Hughes, A.M. (1996). Boosting Reponse with RFM. Marketing Tools, 5, 4-10.
Jain, D. and Singh, S. S. (2002). Customer Lifetime Value Research in Marketing: A Re-view and Future Directions. Journal of Interactive Marketing, 16 (2), 34-45.

Jouini, O., Pot, A., Dallery, Y. and Koole, G. (2006). Real-Time Dynamic Scheduling Poli-cies for Multiclass Call Centers with Impatient Customers. Working paper, Ecole Centrale Paris.

Jutla, D., Craig, J., and P. Bodorik, P. (2001). Enabling and Measuring Electronic Customer Relationship Management Readiness. Proceeding of the 34th Annual Hawaii Inter-national Conference on System Sciences Organizational Systems and Technologies Track, Hawaii, 1-10.

Kahan, R. (1998). Using Database Marketing Techniques to Enhance Your One-To-One Marketing Initiatives. Journal of Consumer Marketing, 15 (5), 491-493.

Kaymak, U. (2001). Fuzzy Target Selection Using RFM Variables. IFSA World Congress and 20th NAFIPS International Conference, 2, 1038-1043.

Keblis, M. and Chen, M. (2006). Improving Customer Service Operations at Amazon.com. Interfaces, 36 (5), 433- 445.

Kim, J., Suh, E.H., and Hwang, H.S. (2003). A Model for Evaluating the Effectiveness of CRM using the Balanced Scorecard. Journal of Interactive Marketing, 17 (2), 5-19.

Kim, K. and Ahn, H. (2008). A Recommender System Using GA K-means Clustering in An Online Shopping Market. Expert Systems with Applications, 34, 1200-1209.

Kim, S.Y., Jung, T.S., Suh, E.H., and Hwang, H.S. (2006). Customer Segmentation and Strategy Development Based on Customer Lifetime Value: A Case Study. Expert Systems with Applications, 31, 101-107.

Kincaid, J.W. (2003). Customer Relationship Management: Getting It Right. USA: Prentice Hall, New Jersey.

Kocaga, Y.L., Armony, M., Ward, A. (2014). Staffing Call Centers with Uncertain Arrival Rates and Co-sourcing. Production and Operations Management, forthcoming.

Koole, G. and Mandelbaum, A. (2002). Queuing Models of Call Centers: An Introduction. Annuals of Operation Research, 113 (1-4), 41-59.

Koole, G. and Pot, A. (2006). An Overview of Routing and Staffing Algorithms in Mul-ti-Skill Customer Contact Centers. Technical Report, Department of Mathematics, Vrije Universiteit Amsterdam, The Netherlands.

Kotler, P. (1997). Managing Service Businesses and Product Support Services. USA: Pren-tice Hall, New Jersey.

Krasnikov, A. and Jayachandran, S. (2008). The Relative Impact of Marketing, R&D, and Operations Capabilities on Firm Performance. Journal of Marketing, 72 (4), 1-11.

Krishna, K. and Murty, M. (1999). Genetic K-means Algorithm. IEEE Transactions on Sys-tems, Man and Cybernetics, 29 (3), 433-439.

Kumar, V. and Shah, D. (2004). Building and Sustaining Profitable Customer loyalty for the 21st century. Journal of Retailing, 80, 317-330.

Kumar, L. and Reinartz W. (2006). Customer Relationship Management: A Data based Ap-proach. USA: Wiley, New York.

Kumar, V., George, M., and Pancras, J. (2008). Cross-Buying in Retailing: Drivers and Consequences. Journal of Retailing, 84, 15-27.

Lahiri, R. and Pangrikar, M. (2013). An Overview Report on Contact Center Outsourcing Industry in India. Global Journal of Management and Business Studies, 3 (3), 295-302.

Lariviere, B. and Van den Poel, D. (2004). Investigating the Role of Product Features in Preventing Customer Churn by Using Survival Analysis and Choice Modeling: The Case of Financial Services. Expert Systems with Applications, 27 (2), 277-285.

Lawson-Body, A. and Limayem, M. (2004). The Impact of Customer Relationship Man-agement on Customer Loyalty: The Moderating Role of Website Characteristics. Journal of Computer-Mediated Communication, 9 (4), 672-688.

Larose, D.T. (2006). Data Mining Methods and Models. USA: John Wiley and Sons Inc., New Jersey.
L’Ecuyer, P. (2006). Modeling and Optimization Problems in Contact Centers. Proceedings of the Third International Conference on the Quantitative Evaluation of Systems (QEST 2006), University of California, Riversdale, IEEE Computing Society, 145-154.

Legros, B., Jouini, O., and Dallery, Y. (2015). A Flexible Architecture for Call Centers with Skill-Based Routing. International Journal of Production Economics, 159, 192-207.

Lewis, B. and Gabrielsen, G. (1998). Intra-organization Aspects of Service Quality Man-agement: The Employees′ Perspective. The Service Industries Journal, 18 (2), 64-89.

Lin, H.J., Yang F.W., and Kao Y.T. (2005). An Efficient GA-Based Clustering Technique. Tamkang Journal of Science and Engineering, 8 (2), 113-122.

Ling, R. and Yen, D.C. (2001). Customer Relationship Management: An Analysis Frame-work and Implementation Strategies. Journal of Computer Information Systems, 41 (3), 82-97.

Ma, M., Li, Z.H., and Chen, J.Y. (2008). Phase-Type Distribution of Customer Relationship with Markovian Response and Marketing Expenditure Decision on the Customer Lifetime Value. European Journal of Operational Research, 187, 313-326.

Mandelbaum A. and Reiman, M.I. (1998). On Pooling in Queuing Networks. Management Science, 44 (7), 971-981.

Mandelbaum, A. (2004). Call Centers: Research Bibliography with Abstracts. Retrieved October 20, 2014 from http://iew3.technion.ac.il/serveng/References/references.html.

Mani, D., Drew, J., Betz, A., and Datta, P. (1999). Statistics and Data Mining Techniques for Lifetime Value Modelling. Proceedings of the fifth ACM SIGKDD International Conference on Knowledge Discovery and Data Mining, San Diego, CA. 94-103.

Maulik, U. and Bandyopadhyay, S. (2000). Genetic Algorithm-Based Clustering Technique. Pattern Recognition, 33, 1455-1465.

Miciak, A. and Desmanais, M. (2001). Benchmarking Service Quality Performance at Business-to-Consumer Call Centers. Journal of Business & Industry Marketing, 16 (5), 340-453.

Miglautsch, J. (2000). Thoughts on RFM Scoring. Journal of Database Marketing, 8 (1), 67-72.

Milner, J.M. and Olsen, T.L. (2010). Service Level Agreements in Call Centers: Perils and Prescriptions. Management Science, 54, 238-252.

Morrell, S. (2001). The Future of European Call centers: From Telephony to Multimedia. Reuters Business Insight. United Kingdom: Datamonitor Publication.

Mulhern, F. (1999). Customer Profitability Analysis: Measurement, Concentration, and Re-search Directions. Journal of Interactive Marketing, 13, 25-40.

Murthy, C.A. and Chowdhury, N. (1996). In Search of Optimal Clusters Using Genetic Al-gorithms. Pattern Recognition Letters, 17 (8), 825-832.

Morel, S. and Weald, P. (2010). Outbound Dialing Guide: Call Blending. Retrieved January 10, 2015 from http://www.callcentrehelper.com/call-blending-57127.htm.

Nikkhahan B., Habibi-Badrabadi, A., Tarokh, M.J. (2011). Customer Lifetime Value Model in an Online Toy Store. Journal of Industrial Engineering International, 7 (12), 19-31.

Ormeci, E.L., Aksin, O.Z. (2004). Revenue Management through Dynamic Cross-Selling in Call Centers. Technical Report, Koc University.

Pang, G. and Perry, O. (2014). A Logarithmic Safety Staffing Rule for Contact Centers with Service Blending. Management Science, forthcoming.

Parvatiyar, A. and Sheth, J.N. (2001). Customer Relationship Management: Emerging Prac-tice, Process, and Discipline. Journal of Economic and Social Research, 3 (2), 1-34.

Pena, J.M., Lozano, J.A., and Larranaga, P. (1999). An Empirical Comparison of Four Ini-tialization Methods for the K-Means Algorithm. Pattern Recognition Letters, 20 (10), 1027-1040.

Ren, Z.J. and Zhou, Y.P. (2006). Call Center Outsourcing: Coordinating Staffing Levels and Service Quality. Management Science, 54 (2), 369-383.

Rozek, J. and Karlicek, M. (2014). Customer Lifetime Value as the 21st Century Marketing Strategy Approach. Central European Business Review, 3 (2), 28-35.

Reinartz, W. and Kumar, V. (2003). The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration. Journal of Marketing, 67, 77-99.

Reinartz, W., Thomas, J.S., and Kumar, V. (2005). Balancing Acquisition and Retention Resources to Maximize Customer Profitability. Journal of Marketing, 69, 63-79.

Reynolds, P. (2010). Basics of Staffing for Outbound Calling. Retrieved January 10, 2015 from http://www.thecallcenterschool.com.

Robbins, T.R., Harrison, T.P., and Medeiros, D.J. (2007). Partial Cross Training in Call Centers with Uncertain Arrivals and Global Service Level Agreements. Proceedings of the 2007 Winter Simulation Conference, Washington, DC. 2252-2258.

Rosset, S., Neumann, E., Eick, U., and Vatnik, N. (2003). Customer Lifetime Value Models for Decision Support. Data Mining and Knowledge Discovery, 7, 321-339.

Rossiter, J.R. and Percy, L. (1997). Advertising, Communications, and Promotion Manage-ment. USA: McGraw-Hill, New York.

Ryder, G.S., Ross, K.G. and Musacchio, J.T. (2008). Optimal Service Policies under Learn-ing Effects. International Journal of Services and Operations Management, 4 (6), 631-651.

Rygielski, C. Wang, J.C., and Yen, D.C. (2002). Data Mining Techniques for Customer Re-lationship Management. Technology in Society, 24 (4), 483-502.

Shen, H. and Huang, J. (2008). Interday Forecasting and Intraday Updating of Call Center Arrivals. Manufacturing and Service Operations Management, 10 (3), 391-410.

Shumsky, R.A. and Pinker, E.J. (2003). Gatekeepers and Referrals in Services. Management Science, 49 (7), 839-856.

Shih, Y.Y. and Liu, D.R. (2008). Product Recommendation Approaches: Collaborative Fil-tering Via Customer Lifetime Value and Customer Demands. Expert Systems with Applications, 35 (1-2), 350-360.

Sinha, S. (2011). Call Flow Process in a BPO/ Contact Center. Retrieved January 25, 2015 from http://bpmgeek.com/blog/call-flow-process-bpocontact-center.

Soleimani-damaneh, M and Zarepisheh, M. (2009). Shannon′s Entropy for Combining the Efficiency Results of Different DEA Models: Method and Application. Expert Sys-tems with Applications, 36 (3), 5146–5150.

Soyer, R. and Tarimcilar, M. (2007). Modeling and Analysis of Call Center Arrival Data: A Bayesian Approach. Management Science, 54 (2), 266-278.

Stone, M., Woodcock, N., and Wilson, M. (1996). Managing the Change from Marketing Planning to Customer Relation-ship Management. Long Range Planning, 29 (5), 675-683.

Swift, R. (2001). Accelerating Customer Relationship: Using CRM and Relationship Tech-nologies. USA: Prentice Hall, New Jersey.

Tatum, M. and Harris, B. (2015). What is Call Blending? Retrieved January 10, 2015 from http://www.wisegeek.com/what-is-call-blending.htm.

Taylor, J. (2010). Exponentially Weighted Methods for Forecasting Intraday Time Series with Multiple Seasonal Cycles. International Journal of Forecasting, 26, 627-646.

Taylor, P. and Bain, P. (1999). An Assembly Line in the Head: Work and Employee Rela-tions in the Call Center. Industrial Relations Journal, 30 (2), 101-17.

Tekin, E, Hopp, W.J., and Van Oyen, M.P. (2009). Pooling Strategies for Call Center Agent Cross-Training. IIE Transactions, 41, 546-561.

Tsai, C.Y. and Chiu C.C. (2004). A Purchase-Based Market Segmentation Metholology. Expert Systems with Applications, 27, 265-276.

Tuan, P.D. and Kawanishi, K. (2014). Performance Analysis of Call Centers with Aban-donment, Retrial, and After-Call Work. Performance Evaluation, 80, 43-62.

Wallace, R.B. and Whitt, W. (2005). A Staffing Algorithm for Call Centers with Skill-based Routing. Manufacturing and Service Operations Management, 7 (4), 276–294.

Wang, C.H. (2010). Applying Robust Segmentation to the Service Industry Using Kernel Induced Fuzzy Clustering Techniques. Expert Systems with Applications, 37, 8395-8400.

Wedel, M. and Kamakura, W.A. (1998). Market Segmentation: Concepts and Methodologi-cal Foundations. USA: Kluwer Academic Publishers, Boston.

Wei, J.T., Lin, S.Y., and Wu, H.H. (2010). A Review of the Application of RFM Model. Af-rican Journal of Business Management, 4 (19), 4199-4206.

Weinberg, J., Brown, L.D., and Stroud, R. (2007). Bayesian Forecasting of an Inhomogene-ous Poisson Process with Applications to Call Center Data. Journal of the American Statistical Association, 102, 1185-1199.

Woo, J.Y., Bae, S.M., and Park, S.C. (2005). Visualization Method for Customer Targeting Using Customer Map. Expert Systems with Applications, 28 (4), 763-772.

Yeh, I.C., Yang, K.J. and Ting, T.M. (2008). Knowledge Discovery on RFM model Using
Bernoulli Sequence. Expert Systems with Applications, 36, 5866-5871.

Zhao, T., Matthews, K., and Murinde, V. (2013). Cross-Selling, Switching Costs, and Im-perfect Competition in British Banks. Journal of Banking and Finance, 37, 5452-5462.

指導教授

王啟泰(Chi-Tai Wang)

審核日期

2015-7-17

推文