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    题名: Measuring customer retention in the B2C electronic business: An empirical study
    作者: Huang, Eugenia Y.;Tsui, Chia Jung;Kuan, Wellington K.;Chen, Hung Shin;Hung, M.-C.
    管郁君;管康彥
    贡献者: 資管系
    关键词: Business survival;Customer retention;Electronic business;Electronic marketplaces;Empirical studies;Longitudinal study;Web retailers;Systems science;Sales
    日期: 2013-01
    上传时间: 2015-05-28 16:52:27 (UTC+8)
    摘要: In a challenging environment where the electronic marketplace is transparent and competitors are only a click away, web retailers are more vulnerable to customer attrition. Despite that customer retention was widely regarded central to business survival and growth and some studies attempted to find factors that influence customer retention, few measured customer retention quantitatively. Businesses have long been eager to know, at a given time how many customers can be considered as retained. Conversely, for how long an existing customer did not return to purchase can we regard him or her as non-retained? In this paper, we answer these questions using real purchasing data from a web retailer. We propose that the 80th percentile of maximum inter-purchase times serve as the threshold to determine if a customer is retained. Our approach not only enables researchers to undertake longitudinal studies of customer repatronage behavior, but also helps practitioners monitor customer retention. © 2012 IEEE.
    關聯: Proceedings of the Annual Hawaii International Conference on System Sciences, 2013, 論文編號 6480194, 2900-2907, 46th Annual Hawaii International Conference on System Sciences, HICSS 2013; Wailea, Maui, HI; United States; 7 January 2013 到 10 January 2013; 類別編號P4892; 代碼 96307
    数据类型: conference
    DOI 連結: http://dx.doi.org/10.1109/HICSS.2013.396
    DOI: 10.1109/HICSS.2013.396
    显示于类别:[資訊管理學系] 會議論文

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