THE STUDY OF CUSTOMER COMPLAINTS MANAGEMENT BASED ON SYSTEM DYNAMICS: MODELING AND SIMULATION
In this paper, based on the relationships among customer satisfaction, repeated purchases, customer loyalty,complaint-voicing rate and complaint-dealing ability, a model is built to analysis customer flow resulting from the complaint management with the system dynamics method. Applying Vensim 5.0, customer flow is simulated with the data from Chinas mobile market. Through analyzing the simulation results we can identify the key factors of system. Finally we obtain the high-point of the system running by adjusting the key factors effectively and continuously. We have also studied how to adjust the factors according to the experimental datum which provides guidance to managers making decisions.
Complaint-voicing Rate Complaint-dealing Ability Customer Satisfaction Customer Loyalty System Dynamics
JIN-LAN LIU JIAN KANG YIN BAI XIN ZHANG
School of Management, Tianjin University, Tianjin 300072, China
国际会议
2006 International Conference on Machine Learning and Cybernetics(IEEE第五届机器学习与控制论坛)
大连
英文
2040-2046
2006-08-13（万方平台首次上网日期，不代表论文的发表时间）