The study of customer complaints management based on system dynamics: Modelling and simulation

被引：0
|
作者：
Liu, Jin-Lan [1 ]
Kang, Jian [1 ]
Bai, Yin [1 ]
Zhang, Xin [1 ]
机构：
[1] Tianjin Univ, Sch Management, Tianjin 300072, Peoples R China
来源：
PROCEEDINGS OF 2006 INTERNATIONAL CONFERENCE ON MACHINE LEARNING AND CYBERNETICS, VOLS 1-7 | 2006年
基金：
中国国家自然科学基金;
关键词：
complaint-voicing rate; complaint-dealing ability; customer satisfaction; customer loyalty; system dynamics;
D O I：
暂无
中图分类号：
TP [自动化技术、计算机技术];
学科分类号：
0812 ;
摘要：
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 China's 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.
引用
收藏
页码：2040 / +
页数：2
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