Research on Innovation of Initiative Service Faced on Automobile Classified Customers

摘要：

According to the behavioral features of automobile customer, the author uses the ID3 algorithm in the data mining. First, classify the automobile customers into groups, and then form many smaller customer groups with their own common features. Secondly, aiming at every customer group, we take ID3 algorithm to build service-item trees and produce the service principle according to the request of different customer groups. Based on the service principle and specific groups feature, we build service scheme, Service provider then provide customers with perfect service initiatively according to the service scheme, achieving service innovation. Under new service scheme, develop new customers, stabilize the old customers, and improve the loyalty of the customers to attain a situation benefitting to both sides.

作者: Wang Hu Liu Dong Wu Jun

作者单位: School of Management,Wuhan University of Technology,Wuhan, P.R.China School of Management Wuhan University of Technology,Wuhan P.R.China

会议类型: 国际会议

会议名称: 2011 International Conference on Product Innovation Management(第六届产品创新管理国际会议)

会议地点: 武汉

会议语种:英文

页码: 708-711

在线出版日期: 2011-07-16（万方平台首次上网日期，不代表论文的发表时间）