The Study of Customer System Robustness Based on the Negative Word-of-Mouth
The purpose of this paper is to study the robustness of customer system under the influences of negative word-of-mouth. In defining the combination of total customers of a business organization as customer system, the aggregate behavior of the system is simulated by the cellular automation model. It is found that the robustness of customer system is affect mainly by the closeness of information contact among the subunits and the customer satisfaction as well as it is confirmed that customer system will evaluate to the criticality state in certain condition. The practice implication on the decision of customer retention is discussed on the basis on findings.
Xiao-guang LUO
College of Economics, Harbin University of Science and Technology, Harbin, P.R.China
国际会议
长春
英文
262-266
2011-09-03（万方平台首次上网日期，不代表论文的发表时间）