基于企业客户互动价值的客户关系研究
|
摘要
在以客户为中心的经济时代,企业越发认识到客户关系于自身战略发展的重要性,客户关系管理成为热门的研究与实践对象。但是,目前人们依然为过低的实施成功率而困扰。本文认为主要是对于客户关系的价值驱动因素的混淆和对于客户关系缺乏一个客观有效的评估方法所致。本文的研究就是针对上述问题。
本文从企业与客户价值互动的角度系统地研究了客户关系,对于客户关系的价值互动本质、企业到客户的价值(B2C价值)以及客户到企业的价值(C2B价值)的定量评价指标体系和权重确定方法、基于企业与客户价值互动的客户关系评价、智能的客户价值及客户关系评价以及基于企业与客户互动价值的动态客户关系等五个方面进行了系统深入的研究。主要的研究内容如下:
1.在从价值的视角研究客户关系的文献综述基础之上,系统地分析了企业与客户间的价值互动,提出从企业与客户双方来研究客户关系。以客户忠诚为平台,构建了企业到客户的价值以及客户到企业的价值的定量战略评价指标体系。进一步针对评价体系,提出利用德尔菲法和模糊层次分析法来确定评价指标体系的权重,并设计了模糊层次分析法的计算机程序。在此基础上,沿用通用电气矩阵的方法,构建了基于企业客户价值互动的客户关系评价模型,实现对客户关系的分类与评价,进而提出了不同类型的客户关系发展策略建议。在模型的应用基础上,提出了一种新的定量评价客户关系资产的方法。并将本文所提出的理论和方法,在某商业银行进行了案例研究。
2.提出了基于支持向量机的智能客户关系评价方法。在支持向量机技术的理论以及基于支持向量机的回归模型基础之上,分别构建了基于支持向量机的B2C价值智能评价模型与C2B价值智能评价模型,并设计了基于支持向量机智能评价模型的计算机程序。案例仿真表明,基于支持向量机的B2C价值与C2B价值的评价是高效可行的。在此基础上进一步研究了智能的客户关系评价方法。
3.研究了基于企业客户价值互动的动态客户关系模型。以客户生命周期理论框架为基础,利用吸收马尔可夫链为工具,建立了客户关系的动态发展模型。进一步,利用吸收马尔可夫链基本矩阵的特征,提出了客户关系生命周期价值的定量评价公式,分别用来定量评价在整个客户关系生命周期内,企业获得的生命周期价值和客户获得的生命周期价值以及客户关系的长期价值;进一步分析了客户生命周期价值计算公式中的变量对它的影响,并对于企业客户关系的发展提出了建议。
In the customer-centered economic era, it was found that relationship between customers and business is increasingly important. So customer relationship management has been the hot topic both in academic and practice fields. We, however, are still confused about the low rate of successful implementation of customer relationship management. The misunderstanding of the value-driven customer relationships and the lack of effective way to evaluate the customer relationships lead to the failure of customer relationships. This dissertation attempts to solve the problem.
Customer relationships were studied systematically from a view of business-customer value interaction in this dissertation. Five topics are mainly included, such as (1) The interaction nature of value in customer relationships; (2) The assessment indexes of B2C value, which flows from the business to customer and the assessment indexes of C2B value, which flows from customer to business. Followed by the way of deciding the weights of assessment indexes; (3) Evaluation of customer relationships based on value interaction between Business and Customer; (4) Intelligent assessment of customer value and customer relationships; (5) Dynamic customer relationships based on business-customer value interaction. Generally, the major contents of this dissertation can be described as follows:
1. Based on a systematic review of the existing literatures about value-view customer relationship, business-customer values interaction were systematically studied. Then, a dyadic value way to study customer relationships was put forward. With customer loyalty as medium, the assessment indexes of B2C value and C2B value were constructed. The Delphi method and the fuzzy hierarchical procedure, which was programmed, were used to decide the weights of the assessment systems. Using General Electronic Matrix, a model to evaluate the customer relationships was constructed. A new way to quantitatively assess the customer relationships asset was put forward. And then different advices for developing the different categories of customer relationships were given accordingly. The theory and method were used in a commercial bank as a case study.
2. An intelligent assessment system of customer relationships was investigated based on support vector machine. After analysis of the theory of support vector machine, the assessment models for B2C value and C2B value were given. Then the models were implemented in computing language. The results of real data empirical experiments show its feasibility and efficiency.
3. A new model of dynamic customer relationships based on business-customer interaction value was discussed. With Customer relationship lifetime cycle theory as framework, using absorbing Markov Chain, the model of dynamic customer relationships was constructed. A new quantitative way to assess the customer relationship lifetime value was put forward based on the features of the submatrice of the Markov chain, which not only for calculating the value of customer relationship lifetime for the Business, but also for the customer. And the factors that affect the customer relationship lifetime value were further analyzed. Management implications were then presented.
本文从企业与客户价值互动的角度系统地研究了客户关系,对于客户关系的价值互动本质、企业到客户的价值(B2C价值)以及客户到企业的价值(C2B价值)的定量评价指标体系和权重确定方法、基于企业与客户价值互动的客户关系评价、智能的客户价值及客户关系评价以及基于企业与客户互动价值的动态客户关系等五个方面进行了系统深入的研究。主要的研究内容如下:
1.在从价值的视角研究客户关系的文献综述基础之上,系统地分析了企业与客户间的价值互动,提出从企业与客户双方来研究客户关系。以客户忠诚为平台,构建了企业到客户的价值以及客户到企业的价值的定量战略评价指标体系。进一步针对评价体系,提出利用德尔菲法和模糊层次分析法来确定评价指标体系的权重,并设计了模糊层次分析法的计算机程序。在此基础上,沿用通用电气矩阵的方法,构建了基于企业客户价值互动的客户关系评价模型,实现对客户关系的分类与评价,进而提出了不同类型的客户关系发展策略建议。在模型的应用基础上,提出了一种新的定量评价客户关系资产的方法。并将本文所提出的理论和方法,在某商业银行进行了案例研究。
2.提出了基于支持向量机的智能客户关系评价方法。在支持向量机技术的理论以及基于支持向量机的回归模型基础之上,分别构建了基于支持向量机的B2C价值智能评价模型与C2B价值智能评价模型,并设计了基于支持向量机智能评价模型的计算机程序。案例仿真表明,基于支持向量机的B2C价值与C2B价值的评价是高效可行的。在此基础上进一步研究了智能的客户关系评价方法。
3.研究了基于企业客户价值互动的动态客户关系模型。以客户生命周期理论框架为基础,利用吸收马尔可夫链为工具,建立了客户关系的动态发展模型。进一步,利用吸收马尔可夫链基本矩阵的特征,提出了客户关系生命周期价值的定量评价公式,分别用来定量评价在整个客户关系生命周期内,企业获得的生命周期价值和客户获得的生命周期价值以及客户关系的长期价值;进一步分析了客户生命周期价值计算公式中的变量对它的影响,并对于企业客户关系的发展提出了建议。
In the customer-centered economic era, it was found that relationship between customers and business is increasingly important. So customer relationship management has been the hot topic both in academic and practice fields. We, however, are still confused about the low rate of successful implementation of customer relationship management. The misunderstanding of the value-driven customer relationships and the lack of effective way to evaluate the customer relationships lead to the failure of customer relationships. This dissertation attempts to solve the problem.
Customer relationships were studied systematically from a view of business-customer value interaction in this dissertation. Five topics are mainly included, such as (1) The interaction nature of value in customer relationships; (2) The assessment indexes of B2C value, which flows from the business to customer and the assessment indexes of C2B value, which flows from customer to business. Followed by the way of deciding the weights of assessment indexes; (3) Evaluation of customer relationships based on value interaction between Business and Customer; (4) Intelligent assessment of customer value and customer relationships; (5) Dynamic customer relationships based on business-customer value interaction. Generally, the major contents of this dissertation can be described as follows:
1. Based on a systematic review of the existing literatures about value-view customer relationship, business-customer values interaction were systematically studied. Then, a dyadic value way to study customer relationships was put forward. With customer loyalty as medium, the assessment indexes of B2C value and C2B value were constructed. The Delphi method and the fuzzy hierarchical procedure, which was programmed, were used to decide the weights of the assessment systems. Using General Electronic Matrix, a model to evaluate the customer relationships was constructed. A new way to quantitatively assess the customer relationships asset was put forward. And then different advices for developing the different categories of customer relationships were given accordingly. The theory and method were used in a commercial bank as a case study.
2. An intelligent assessment system of customer relationships was investigated based on support vector machine. After analysis of the theory of support vector machine, the assessment models for B2C value and C2B value were given. Then the models were implemented in computing language. The results of real data empirical experiments show its feasibility and efficiency.
3. A new model of dynamic customer relationships based on business-customer interaction value was discussed. With Customer relationship lifetime cycle theory as framework, using absorbing Markov Chain, the model of dynamic customer relationships was constructed. A new quantitative way to assess the customer relationship lifetime value was put forward based on the features of the submatrice of the Markov chain, which not only for calculating the value of customer relationship lifetime for the Business, but also for the customer. And the factors that affect the customer relationship lifetime value were further analyzed. Management implications were then presented.
引文
[1] Achim Walter, Thomas Ritler, Hans George Gem ü nden(2001). Value Creation in buyer-seller relationships. Industrial Market Management, 30, 365~377
[2] Adrian Payne, Sue Holt (2001). Diagnosing Customer Value: Integrating the Value Process and Relationship Marketing. British Journal of Management. 12(2), 159~182
[3] Alan W. H. Grant, A. Schlesinger Leonard (1995). Realize your customers’ full profit potential, Harvard Business Review, Vol.73, No.5, 59~62
[4] Alex R. Zablah, Danny N. Bellenger, Wesley J. Johnston (2004). An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon, Industrial Marketing Management, 33, 475~489
[5] Allan L. baldinger, Joel Rubinson (1996). Brand loyalty: The Link between Attitude and Behavior. Journal of Advertising Research, 36(6), 22~34
[6] Anderson, J.C. and J.A. Narus (1998). Business Marketing: Understand What Customer’s Value. Harvard Business Review, November-December, 53~65
[7] Anderson J.C., D.C. Jain, P.K. Chintagunta (1993). Customer Value Assessment in Business Markets: A State-of-Practice Study. Journal of Business-to-Business Marketing, 1(1), 3~29
[8] Anderson E. W. (1996). Customer satisfaction and price tolerance. Marketing Letters, Vol.7, No.3, 265~274
[9] Annika Ravald, Christian Gr?nroos (1996). The value concept and relationship marketing, 30(2), 19~30
[10] ágnes Wimmer (2000). Business Relationships as Value Drivers?. 18th Annual IMP.
[11] Aronszajn N. (1950). Theory of reproducing kernels. Transactions of the American Mathematical Society, 54(2), 317~331
[12] Arora A., L. Babai, J. Stern, etc. (1997). Hardness of approximate optima in lattices, codes and linear systems. Journal of Computer and System Sciences,54(2), 317~331
[13] Assael H. (1993). Marketing: Principles and Strategy. The Dryden Press
[14] Ashkenas R., Ulrich D., Jick T., etc.(2002). The Boundaryless Organization. John Wiley& Son, Inc
[15] Bagozzi, R. P.(1984). A Prospectus for Theory Construction in Marketing. Journal of Marketing, 48 (Winter), 11~29
[16] Barnes James G. (1997). Closeness, Strength, and Satisfaction: Examining the Nature of Relationships between Providers of Financial Services and Their Retail Customer. Psychology and Marketing, 14(8), 765~790
[17] Bayon, T., J. Gutsche, H. Bauer (2002). Customer equity marketing: touching the intangible. European Management Journal ,vol.20, No. 3, 213~222
[18] Bennett Rebekah (2002). A comparison of attitudinal loyalty measurement pproaches. Journal of Brand Management,Vol.9,Issue3, 193~203
[19] Berger P., Nasr N.(2001). The Allocation of Promotion Budget to Maximize Customer Equity. Omega, 29, 49~61
[20] Berger, P. D. and N. I. Nasr (1998). Customer Lifetime Value: Marketing Models and Applications. Journal of Interactive Marketing 12(1), 17~29
[21] Blackwell, S.A., Szeinbach, S.L., Barnses, etc. (1999). The Antecedents of Customer Loyalty. Journal of Service Research, Vol. 1,No.4,May,1999: 362~375
[22] Blattberg R.C., Deithton J. (1996). Managing Marketing by the Customer Equity Criterion. Harvard Business Review, July-August, 136~144
[23] Blattberg G. C., G. Gets., J.S. Thomas (2001). Customer Equity building and managing relationships as valuable assets, Harvard Business School Press, 161~193
[24] Bower, Garda (1985). The role of marketing in management. Handbook of Modern Marketing, (Ed) Buell, McGraw Hill , New York
[25] Britran G.R., Mondschein (1996). Mailing Decision in the Catalog Sales Industry. Management Science, Vol. 42, No. 9, 1364~1381
[26] Burns M.J. (1993). Value in Exchange: The Consumer Perspective. Dissertation. University of Tennessee Knoxville, TN
[27] Burges C. J. C. (1998). A tutorial on support vector machines for pattern recognition. Data Mining and Knowledge Discovery,(2), 120~134
[28] Butz Howard E., Leonard D. Goodstein (1996). Measuring customer value: gaining the strategic advantage. Organizational Dynamics, Vol.24, 63~77
[29] Carpenter P.(1995). Customer Lifetime Value: Do the Math. Marketing Computers, 15, 18~19
[30] Campbell, Nigel C.G., Malcolm T. (1983). Cunningham. Customer Analysis for Strategy Development in Industrial Markets. Strategic Management Journal, 4, 369~380
[31] Campbell N. C. G. (1985). An interaction approach to organizational buying behavior. Journal of Business Research, 13, 35~48
[32] Cherkassky V, F. Mulier (1997). Learning from Data: Concepts, Theory and Methods. NY: John Viley& Sons
[33] Ching W., K. Wong, E. Altman (2003). High-order Markov Decision Process and Its Application in Customer Lifetime Values. The 32nd International Conference on Computers and Industrial Engineering, Limerick, Ireland 2, 821~826
[34] Ching W., K. Wong, E. Altman (2004). Customer Lifetime Value: Stochastic Optimization Approach, Journal of Operational Research Society,55, 860~868
[35] Colombo R., W. Jiang (1999). A Stochastic RFM Model. Journal of Interactive Marketing, 13 (Summer), 2~12
[36] Courtheoux R.(1995). Customer Retention: How Much to Invest. Research and the Customer Lifecycle. DMA
[37] Darrel K. Rogby, Frederick F. Reichheld, and Phil Schefter (2002). Avoid the four perils of CRM. Harvard Business Review ,80(2), 101~109
[38] David Cravens, Charles W. Holland, Charles W. Lamb Jr., etc.(1988). Marketing’s Role in Product and Service Quality. Industrial Marketing Management, 17(November), 285~304
[39] Dawn L., Z. Philip (1997). The Relationship LifeCycle: A network-dyad-network dynamic conceptualization and the Application of some classic psychological theiries to its management. Research in Marketing, 13(1), 47~68
[40] Day G. S., B. C. Vanden (2002). Superiority in customer relation-ship management: Consequences for competitive advantage and performance. Working paper, Wharton School of Economics, University of Pennsylvania.
[41] De Ruyter Ko, Josee Bloemer (1999). Customer Loyalty in Extended Service Settings: The Interaction between Satisfaction, Value Attainment and Positive Mood. International Journal of Service Industry Management, 10(3), 320~336
[42] Dick Alan S., Kunal Basu (1994). Customer Loyalty: Toward an Integrated Concept Framework. Journal of the Academy of Marketing Science, 22(2), 99~114
[43] Diller H. (2000). Customer Loyalty: Fata Morgana or Realistic Goal? Managing Relationships with Customer Relationship Marketing, Gaining Competitive Advantage Througth Customer Satisfaction and Customer Retention. Henning-Thuran Hansen (eds). Springer, 29~48
[44] Drucker P. F. (1998). Peter Drucker on the professional of management. Boston: Harvard Business School Publishing
[45] Drucker H., C. Burges, L Kaufman etc. (1997). Support vector regression machines. In: Mozer M., Jordan M., Petsche T (eds). Neural Information Processing Systems, MIT Press, 9
[46] Dwyer F.Robert, Schurr H. Paul, Oh Sejo (1987). Developing Buyer-Seller Relationships. Journal of Marketing, Vol.51, No.2, 11~27
[47] Dwyer F. R.(1989). Customer Lifetime Valuation to Support Marketing Decision Making. Journal of Direct Marketing, 3(4), 8~15
[48] Eric Von Hippel, Stefan Thomke, and Mary Sonnack (1999). Creating breakthrough at 3M. Harvard Business Review, Sept.-Oct. , 213
[49] Felix T. Mavondo, Hanny N. Nasution (2005). Customer Value: Whose Perspective Matters?. ANZMAC 2005 Conference: Strategic Marketing and Market Orientation, 58~65
[50] Filiatrault P., Lapierre J. (1997). Managing Business-to-Business Marketing Relationships in Consulting Engineering Firms. Industrial Marketing Management, 26(2), 213~222
[51] Fiocca Renato (1982). Account Portfolio Analysis for Strategy Development. Industrial Marketing Management, 11, 53-62
[52] Flint, Woodruff, Gardial (1997). Customer vale change in industrial marketing relationships: A call for new strategies and research. Industrial Marketing Management, March, 163~173
[53] Ford D. (1980). The Development of buyer-seller relationships in industrial markets. European Journal of Marketing, 14, 339~354
[54] Ford, D. (1990) Understanding business markets: Interaction, relationships and networks, First edition, London, Academic Press
[55] Ford D. Gadde, Hakansson L.E., H. Lundgren etc.(1998). Managing business relationships, Chichester, John Wiley
[56] Francis Buttle (2004). Customer Relationship Management Concepts and Tools. Elsevier, 37~55
[57] Gadde L E, L G. Mattsson (1987). Stability and change in network relationships. International Journal of Research in Marketing, 4 (1), 29~41
[58] Gassenheimer J.B., F.S. Houston, J.C. Davis (1998). The role of economic value, social value, and perception of fairness in interorganizational relationship retention decision. Journal of the Academy of Marketing Science, Vol. 26, No. 4, 322~337
[59] Geyskens I. Steenkamp, J.E.M. Kumar (1998). Generalisations about trust in marketing Channel relationships using meta-analysis. International Journal of Research in Marketing, vol.15, 223~248
[60] Gonul, Fusun, Shi Meng Ze (1998). Optimal Mailing of Catalogs: A New Methodology Using Estimable Structural Dynamic Programming Models. Management Science,44(9), 1249~1262
[61] Gr?nroos C.(1997). Value-driven Relational Marketing: from Products to Resources and Competencies. Journal of Marketing Management, 13(5), 407~419
[62] Gron?os C. (2000). Service Management and Marketing: A Customer Relationship Management Approach(2nd Edition),John Wiley & Sons
[63] Gremler D. D. & S. W. Brown(1996). Service Loyalty, Its Nature, Importance and Impications, inEdvardsson, B., Brown, S. W., Johnston, R. and Scheuing, E.(Eds.), QUIS V: Advancing Service Quality: A Global Perspective, NewYork, ISQA, 171~181
[64] Gupta, Sunil, Donald R Lehmann, etc. (2004). Valuing Customers.Journal of Marketing Research, 41, 1(February), 7~18
[65] Gwinner Kevin P., Dwayne D. Gremler and Bitner Mary (1998). Relationship Benefits in Service Industries: the Customer’s Perspective. Journal of the Academy of Marketing Science, 26(2), 101~114
[66] Heinz K. Stahl, Matzler Kurt, Hans H. Hinterhuber (2003). Linking customer lifetime value with shareholder value. Industrial Marketing Management, (32), 267~279
[67] Hallowell R.(1996). The Relationships of Customer Satisfaction, Customer Loyalty, and Profitability: an Empirical Study. International Journal of Service Industry, Vol. 7, No. 4, 27~42
[68] Hanna Komulainen, Tuija Mainela, Jaana T?htinen etc.(2004). Exploring Customer Perceived Value in a Technology Intensive Service Innovation. Proceedings of the 20th IMP Conference, 2-4,9,Copenhagen, Denmark, 1~18
[69] Holbrook, M. B.(1999). Introduction to consumer value. In: M. B. Holbrook, editor. Consumer value: A framework for analysis and research. London and New York: Routledge, 1~28
[70] Hyunseok Hwang, Taesoo Jung and Euiho Suh(2004). An LTV model and customer segmentation based on customer value: a case study on the wireless telecommunication industry. Expert Systems with Applications, 26(2), 181~188
[71] Iacobucci D., P. Zerrillo (1997). The Relationship Life Cycle: A Netowork -Dyad-Network Dynamic Conceptualization, and the Application of Some Classic Psychological Theories to Its Management . Advances in Service Marketing, vol.13, 47~68
[72] Jackson B. B. (1985). Building Customer Relationship that last. Harvard Business Review, 11/12, 120~128
[73] Jackson D. (1994). Strategic Application of Customer Lifetime Value in the Direct Marketing Environment. Journal of Targeting, Measurement and Analysis for Marketing, 3(1), 309~338
[74] Jacoby J., Kyner D. B. (1973). Brand Loyalty vs. Purchaing Behavior, Journal of Marketing Research, No.1, 1~9
[75] Jacoby J., R. W. Chestnut (1978). Brand Loyalty: Measurement and Management. New York: Wiley
[76] Jap Sandy D., Shankar Ganesan (2000). Control mechanisms and the relationship life cycle: implications for safeguarding specific investments and developing commitment. Journal of Marketing Research, 37 (2), 227~245
[77] John E. Hogan, Katherine N. Lemon, Roland T. Rust (2002). Customer Equity Management. Journal of Service Research. Vol. 15, No.1, 4~12
[78] John J S. Benson P S.(1992). Seeking customers. Boston: Harvard Business School Press, 137~155
[79] John E. Hogan. Expected Relationship Value. Industrial Marketing Management 30, 2001, 339~351
[80] Johnson M. D., F. Selnes (2004). Customer Portfolio Management: Toward a Dynamic Theory of Exchange Relationships. Journal of Marketing, Vol.68, 1~17
[81] Jones Thomas O., W. Earl sasser Jr. (1995). Why satisfied customers defect. Harvard Business Review,73,88~99
[82] Judy Z., Peter T. (2000). Relationship Portfolios-Past, Present and Future, 16th Annual IMP Conference, Sep. 7th-9th , Bath, UK
[83] Kai Storbacka, JarmoR. Lentinen (2001). Customer relationship management: creating competitive advantage through win-win relationship strategies .NewYork:McGrawHill Companies, 123~125
[84] Kamakura W. (2005). Choice Models and Customer Relationship Management. Marketing Letters. Vol.16, No.3, 279~291
[85] Kelly D Conway, Julie M Fitzpatrick (1999). The Customer Relationship Revolution-A methodology for Creating Golden Customers. http:www.eloyaltyco.com
[86] Keller L. K. (1993). Conceptualizing, Measuring and Managing Customer-Based Brand Equity. Journal of Marketing, 57(1), 1~22
[87] Kotler P.(1994). Marketing Management: Analysis, Planning,, Implementation and Control. NJ: Prentice Hall
[88] Kracklauer A., Passenheim O., Seifert D.(2001). Mutual customer approach: How industry and trade are executing collaborative customer relationship management. International Journal of Retail & Distribution Management, 29(12), 515~519
[89] Krapfel, Robert E. Jr., Deborah Salmond and Robert Spekman. (1991). A Strategic Approach to Managing Buyer-Seller Relationships. European Journal of Marketing, 25,9, 22~37
[90] Kuhn H., A. Tucker (1951). Nonlinear programming. In Proceedings of 2nd Berkeley Symposium on Mathematical Statistics and Probabilitics, 481~492
[91] Lapierre, Jozée.(2000). Customer-perceived Value in Industrial Contexts.Journal of Business and Industrial Marketing, 15 (2/3), 122~140
[92] Lewis Michael V. (2001). Applications of dynamic programming to customer management. Dissertation. Evanston, Illinois: Northwestern University
[93] Liu, Annie H. (1998). Examining the role of customer value, customer satisfaction, and perceived switching costs: A model of repurchase intention for business-to-business services.doctoral dissertation. Georgia: Georgin State University
[94] Linda K. Trevino, Katherine A. Nelson (1999), Managing Business Ethics, 2nd edition, John Wiley & Song Inc., 181
[95] Luenberger D. (1984). Linear and Nonlinear Programming. Addison-Wesley
[96] Mangasarian O.L. (1997). Mathematical programming in data mining. Data Mining and Knowledge Discovery,42(1), 183~201
[97] Mattsson, J. (1992). A service quality model based on an ideal value standard. International Journal of Service Industry Management 3(3), 18~33
[98] McDougall, Gordon H.G. Levesque, Terrence (2000). Customer satisfaction with services: putting perceived value into the equation. Journal of Service Marketing,Vol.14, Issue4/5, 392~418
[99] Michael J.A.Berry, S. Linoff Gordon (2000). Mastering data mining: the art and science of customer relationship management.John Wiley&Sons, Inc
[100] Michele Costabile (2000). A Dynamic Model of Customer Loyalty. Competitive paper presented at 16th Annual IMP Conference, Sep. 7th-9th , Bath, UK
[101] Mitchell T. (1997). Machine Learning. McGraw-Hill
[102] Monroe Kent B. (1990). Pricing : making profitable decisions. (2nded.). New York: McGraw-Hill Book Company
[103] Müler R, A J Smola, G Rtsch (1997). Predicting time series with support vector machines. In Proceeding of ICANN97, Berlin: Springer LNCS, 1327, 999~1004
[104] Newman Joseph W., Richard A. Werbel (1973). Multivariate Analysis of Brand Loyalty for Major Household Appliances. Journal of Marketing Research, 10(4), 404~409
[105] Nicholls, J.(1994). The Strategic Leadership Star: A Guiding Light in Delivering Value to the Customer. Management Decision,32(8), 21~26
[106] Norman R., R. Ramirez (1993). From value chain to value constellation: Designing Interactive Strategy. Harvard Business Review, July-Aug, 65~66
[107] Oded Netzer (2004). A Hidden Markov Model of Customer Relationship Dynamics. Doctoral Dissertation. Stanford University
[108] Oliver Richard L. (1999). Whence Consumer Loyalty? Journal of Marketing, Special Issue, 63(4), 33~44
[109] Oliver Richard L. (1997). Satisfaction: A Behavioral Perspective on the Consumer. New -York, NY: Irwin-McGraw-Hill
[110] O’Malley, L. (1998). Can Loyalty Schemes Really Build Loyalty? Marketing Intelligence & Planning, No.1, 47~55
[111] Paul Andon, Jane Baxter, Graham Bradley (2001). Calculating the economic value of customers to an organization. Australian Accounting Review, 11(1), 62~72
[112] Paul Andon, Jane Baxter, Graham Bradley (2003). Chartered Accountants .Journal of New Zealand. Wellington: Apr. vol.82,Iss.3, 12
[113] Parasuraman, A. (1997). Reflections on Gaining Competitive Advantage Through Customer Value. Journal of the Academy of Marketing Science, 25(2), 154~161
[114] Peppers D., Rogers M., Dorf B. (1999). Is your company ready for one-to-one marketing? Harvard Business Review,77(1),101~119
[115] Perrien J., L. Richard (1995). The Meaning of a Marketing Relationship- A pilot Study, Industrial Marketing Management, Vol.24, No.1, 37~43
[116] Pfeifer E. Philip., L. Robert (2000). Carraway. Modeling Customer Relationships using Markov chains. Journal of Interactive Marketing, 14(2), 43~55
[117] Porter M.E. (1985). Competitive advantage: creating and sustaining superior performance. NewYork: The Free Press
[118] Ramsay J.(2005). The real meaning of value in trading relationships. International Journal of Operations &Production Management, Vol. 25, No. 6, 549~565
[119] Rashi Gglazer (1999). Marketing in an informative-intensive environment: Strategic implication of knowledge as an asset. Journal of Marketing, No.10, 1~19
[120] Reichheld, F.F. and D.W Kenny (1990). The Hidden Advantages of Customer Retention. Journal of Retail Banking, 12(4), 19~23
[121] Reichheld, F.F. and W.E. Sasser, Jr. (1990). Zero Defections: Quality comes to Services. Harvard Business Review, September-October, 105~111
[122] Reichheld, F.F. (1996). The Loyalty Effect. Harvard Business School Press, Boston, MA.
[123] Reinartz W. J., Krafft M., Hoyer W. D.(2003). Measuring the customer relationship management construct and linking it to performance outcomes. Working Paper Series of the Teradata Center for Customer Relationship Management, Duke University
[124] Reinartz W. J., V. Kumar (2000). On the profitability of long-life customers in a noncontractual setting: an empirical investigation and implications for marketing. Journal of Marketing,17~35
[125] Richard A. D. Aveni, Robert E Gunter (1994). Hypercompetition: The Dynamics of Strategic Maneuvering. NewYork: The Free Press
[126] Richins M.L. (1994). Valuing things: The public and private meanings of possessions. Journal of Consumer Research, 21(3), 504~521
[127] Rigby, D. K., Reichheld, F. F., Schefter P. (2002). Avoid the four perils of CRM. Harvard Business Review, 101~109
[128] Robert E. Wayland, Paul M. Cole (1997). Customer Connections. Harvard Business School Press
[129] Roberts M.L., Berger P.D. (1989). Direct Marketing Management. Prentice-Hall, Inc., 409
[130] Roger Bennett (1996). Relationship Formation and Governance in Consumer Markets :Transactional Analysis Versus the Behaviourist Approach, Journal of Marketing Management, 12, 417
[131] Rust Roland T., Valarie A. Zeithaml, Katherine N. Lemon (2000). Driving Customer Equity: How Customer Lifetime Value Is Reshaping Corporate Strategy, Free Press, New York, 13
[132] Satty T. L. (1980). The Analytic Hierarchy Process. Mcgraw-Hill International Book Company, NewYork
[133] Scanzoni (1979). Social Exchange and behavioural Interdependence in Social Exchange. In Huston, T. and R. Burgess. Developing Relationships, New York
[134] Shapiro Benson P., V. Kasturi Rangan, Rowland T. Moriarty, etc. (1987). Manage Customers for Profits (not Just Sales). Harvard Business Review, September-October, 101~108
[135] Schmittlein D.C., D.G. Morrison, R. Colombo (1987). Counting Your Customers: Who are they and what will they do Next? Management Science, Vol.33, No.1, 1~24
[136] Sheth Jagdish N., Bruce I. Newman and Barbara L. Gross (1991). Why We Buy What We Buy: A Theory of Consumption Values. Journal of Business Research, 22(March), 159~170
[137] Slater, S.F., J.C. Narver (1994). Market Orientation and Learning Organization. Journal of Marketing,59(3), 22~28
[138] Slater, S.F. (1997). Developing a Customer Value-Based Theory of the Firm. Journal of the Academy of Marketing Science, 25, 162~167
[139] Srivastava, R. K., Shervani, T. A., Fahey, L.(1999). Marketing, business processes, and shareholder value: An organizationally embedded view of marketing activities and the discipline of marketing. Journal of Marketing (Special Issue) , 63, 168~179
[140] Steve Gunn (1998). Support Vector Machines for Classification and Regression, ISIS Report, University of Southampton, 1~30
[141] Stone B. (1996). Successful Direct Marketing Methods. Lincolnwood: NTC Business Books
[142] Stone M., Woodcock N.(2001), Defining CRM and accessing its quality. In: Foss, B. and Stone, M., Editors
[143] Sweeney Jillian C., Soutar N. Geoffrey (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing ,77, 203~220
[144] Tony Woodall (2003). Conceptualising 'Value for the Customer': An Attributional, Structural and Dispositional Analysis. Academy of Marketing Science Review, No.12, 1~44
[145] Tucker WilliamT. (1964). The Development of Brand Loyalty. Journal of Marketing Research, 1, August, 32~33
[146] Tuckman B.W.(1965). Developmental sequence in small groups, Psychological Bullettin, no.63, 384~399
[147] Turnbull Peter W., Judy M. Zolkiewski. (1997). Profitability in Customer Portfolio Planning. in Ford, David (ed.) Understanding Business Markets, 2nd Edition. London: The Dryden Press
[148] Vapnik V., A. Chervonenkis (1971). On the uniform convergence of relative frequencies of events to their probabilities. Theory of Probability and its Applications,16(2), 264~280
[149] Vapnik V., A. Chervonenkis (1991). The necessary and sufficient conditions for consistency in the empirical risk minimization method. Pattern Recognition and Image Analysis,1(3), 283~305
[150] Vapnik V., E. Levin, Le Cun Y. (1994). Measuring the VC-dimension of a learning machine. Neural Computation, 6, 851~876
[151] Vapnik V., S. Golowich, A. Smola (1997). Support vector method for function approximation, regression estimation, and signal processing. In: Mozer M., Jordan M., Petsche T(eds). Neural Information Processing Systems, MIT Press, 9
[152] Vapnik (1998). Statistical Learning Theory. Willey
[153] Vapnik V. N. (1999). An overview of statistical learning theory. IEEE Transaction Neural Networks, 10(5), 988~999
[154] Verhoef, P. C., Donker, B.(2001).Predicting customer potential value: An application in the insurance industry. Decision Support Systems, 32 (2), 189~1999
[155] Verhoef, P. C., P. Franses, H. Hoekstra (2002). The effect of relational constructs on customer referrals and number of services purchased from a multiservice provider: does age of relationship matter?, Journal of the Academy Marketing Science,Vol.30, 267~279
[156] Wahba G. (1999). Support vector machines, reproducing kernel Hilbert spaces and the randomized GACV. In B.scholkopf, C. J. C. Burges, and A. J. Smola, editors, Advances in Kernel Methods-Support Vector Learning, 69~88
[157] Wilson David T., Swati Jantrania (1995). Understanding the Value of a Relationship. Asia-Australia Marketing Journal, 2 (1), 55~66
[158] Wilson, D.T. (1995). An integrated model of buyer-seller relationships. Journal of the Academy of Marketing Science. Vol. 23, No.4, 335~345
[159] W.K. Ching, Ng. M.K., K.K. Wong, E. Altman (2004). Customer lifetime value: Stochastic optimization approach. Journal of the Operational Research Society, Vol. 55, No. 8, 20, 860~868
[160] Wolfgang Ulaga (2001). Customer Value in Business Markets. Industrial Marketing Management. 30, 315~319
[161] Wolfgang Ulaga, Eggert Andreas (2003). Relationship Value in Business Markets: Development of a Measurement Scale. ISBM Report 2-2003. Institute for the Study of Business Markets
[162] Woodruff Robert B. (1997). Customer Value: The Next Source for Competitive Advantage. Journal of the Academy of Marketing Science, 25(2), 139~153
[163] Yonggui Wang, Hing Po Lo, Chi Renyong, etc.(2004). An integrated framework for customer value and customer-relationship-management performance: a customer-based perspective from China. Managing Service Quality, 14(2/3), 169~182
[164] Yorke David A. and George Droussiotis (1994). The Use of Customer Portfolio Theory: An Empirical Survey. Journal of Business and Industrial Marketing, 9,3, 6~18
[165] Zeithaml, Valarie A.(1988). Consumer Perceptions of Price, Quality and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing,52(July), 2~22
[166] Zeithaml Valarie A., Leonard L. Berry, A. Parasuraman (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 60(2), 31~46
[167] Zemke R. (1993). Creating Customer Value. Training, September, 45~50
[168] [德]安东,克里斯汀(2002),通过对服务的投资获得关系营销的成功,关系营销,广州:广东经济出版社
[169] 彼得?切维顿著,李志宏译(2005),关键客户管理要点,北京:北京大学出版社
[170] 陈明亮,袁泽沛,李怀祖(2001),客户保持动态模型的研究,武汉大学学报(社会科学版),54(6),675~684
[171] 陈明亮(2003),客户忠诚决定因素实证研究,管理科学学报,6(5),72~78
[172] 陈明亮(2002),客户生命周期模式研究,浙江大学学报(人文社会科学版),32(6),66~72
[173] 陈明亮(2003),客户全生命周期利润预测方法的研究,科研管理,24(4),102~109
[174] 陈明亮(2004),客户生命周期利润变化趋势分析与应用研究,管理工程学报,18(1),1~3
[175] 邓长寿,郑丕谔,赵秉岩(2006),基于 Markov 链的电子商务网站用户动态聚类研究,第六界全球智能控制与自动化大会会议论文集,12(8),6965~6969
[176] 邓长寿,赵秉岩(2006),企业与客户互动价值的评价,天津大学学报(社会科学版),8(5),341~344
[177] 弗雷德里克?莱西赫尔德(2001),忠诚的价值,北京:华夏出版社
[178] 弗雷德里克?莱西赫尔德,陈绍峰译(2002),忠诚的法则,北京:中信出版社,6,105
[179] 樊治平,王建宇,陈媛(2002),客户关系管理(CRM)的评述与展望,系统工程,20(6),1~8
[180] 韩小芸,温碧燕,伍小弈(2004),顾客消费情感对顾客满意感的影响,南开管理评论,7,39~43
[181] 韩小芸,汪纯孝(2003),服务性企业顾客满意感与忠诚感关系,北京:清华大学出版社
[182] 克里斯廷.格罗鲁斯著,韩经伦等译(2002),服务管理与营销,北京:电子工业出版社,165
[183] 胡少东(2006),客户生命周期在客户关系管理系统中的应用,汕头大学学报,22(2),46~48
[184] 李煜华(2004),管理信息系统的模糊综合评价模型研究,哈尔滨工业大学学报,36(8),1128~1131
[185] 李纯青,徐寅峰(2004),动态客户关系管理模型的构建及分析,商业研究,21,125~128
[186] 李纯青,赵平,徐寅峰(2005),动态客户关系管理的内涵及其模型,管理工程学报,19(3),121~126
[187] 刘嘉焜,王公恕(2004),应用随机过程(第二版),北京:科学出版社,125~130
[188] 李建民,张钹,林福宗(2003),支持向量机的训练算法,清华大学学报(自然科学版),43(1),120~124
[189] 刘小洪,邹鹏(2005),商业银行客户关系价值管理模型研究,管理科学,18(3),57~60
[190] 刘英姿,姚兰,严赤卫(2004),基于价值链的客户价值分析.管理工程学报,18(4),99~101
[191] 刘云涛,吴冲,王敏等(2005),基于支持向量机的商业银行信用风险评估模型研究,预测,24(1),52~55
[192] 龙贞杰(2004),客户关系管理的价值链分析,社会科学家,9,76~79
[193] 路晓伟,蒋馥(2004),客户关系发展的马尔可夫模型及其应用,工业工程与管理,1,40~44
[194] 路晓伟,张欣欣,蒋馥(2003),客户关系的动态发展及其策略分析,上海理工大学学报,25(4),322~325
[195] 陆娟,张东晗,崔明杰(2003),中西方品牌忠诚度测评研究及应用启示,商业经济与管理,10,17~20
[196] 陆娟(2005),服务忠诚驱动因素研究:综述与构想,经济科学,3,108~119
[197] 马力行和蒋馥(2004),客户忠诚的影响因素及其相互作用,商业研究,15,36~37
[198] 孟庆良,韩玉启,陈晓君(2005),客户价值研究及其对客户关系管理绩效的影响,运筹玉管理,14(1),138~142
[199] [德国]Thoursten Henning-Thurau, Ursula Hansen 著,罗磊译(2003), 关系营销:建立顾客满意和顾客忠诚赢得竞争优势,广州: 广东经济出版社,11~73
[200] [美]Nello Cristianini, John Shawe-Taylor,李国正译(2004),支持向量机导论,北京:电子工业出版社,90~95
[201] [加]杰姆.G.巴诺斯著,刘祥亚译(2002),客户关系管理成功奥秘-感知客户,北京:机械工业出版社
[202] 谭跃雄,周娜,于强(2005),客户生命周期价值模型扩展及其在客户细分中的应用,湖南大学学报,32(3),124~128
[203] 齐佳音(2003),客户价值研究,西安:西安交通大学博士学位论文
[204] 齐佳音,韩新民,李怀祖(2002),我国客户关系管理研究的紧迫性和方向分析,管理科学学报,5(4),88~94
[205] 齐佳音,李怀祖,舒华英(2004),一种新的累积客户保持率模型,管理工程学报,18(4),60~59
[206] 齐佳音,李怀祖,舒华英(2003),一种确定典型客户购买率的新方法,中国管理科学,11(z1),66~70
[207] 齐佳音,舒华英(2005),客户价值评价建模及决策,北京:北京邮电大学出版社,21~22
[208] 权明富,齐佳音,舒华英(2004),客户价值评价指标体系设计,南开管理评论,7(3),17~23
[209] 陶洋,张静,周霞(2005),基于三角模糊数层次分析法与网络仿真的网络整体性能评价研究,计算机应用,25,10,2238~2240
[210] 王永贵(2005),顾客资源管理-资产、关系、价值和知识,北京:北京大学出版社,2~3
[211] 王迎军,柳茂平(2003),战略管理,南开大学出版社,80
[212] 王海洲(2001),客户资源价值与管理,http://www.crmchina.com.cn/datum/210000054.html
[213] 王健康,寇纪淞(2002),客户关系管理价值链研究,管理工程学报,2002,16(4),51~54
[214] 王宗军,贾云昆(2004),客户关系导向的企业战略初探,武汉大学学报(哲学社会科学版),3,186~190
[215] 王月兴,冯绍津(2002),顾客忠诚的驱动因素及其作用,经济管理?新管理,12,58~62
[216] 尉询楷,李应红,张朴等(2005),基于支持向量机的时间序列预测,系统工程与电子技术,27(3),530~533
[217] 魏宏业,王建华,何崴(2005),销售量预测的支持向量机建模及参数选择研究,系统仿真学报,17(1),33~36
[218] 徐利治,王宏仁,周蕴时(1983),函数逼近的理论与方法,上海:上海科技出版社
[219] 徐忠海,王玲(2003),基于客户关系生命周期的 CRM 理念,科研管理,24(6),94~102
[220] 姚敏,张森(1997),模糊一致矩阵及其在软科学中的应用,系统工程,15(2),26~30
[221] 姚奕,叶中行(2004),基于支持向量机的银行客户信用评估系统研究,系统仿真学报,16(4),783~786
[222] 杨龙,王永贵(2003),客户价值的支撑点-客户网络及其知识管理,经济管理,3,54~59
[223] 杨一文,杨朝军(2005),基于支持向量机的金融时间序列预测,系统工程理论方法应用,2005,14(2),176~181
[224] 袁旭梅,康键,张昕(2003),动态 CRM 模型在电子商务中的应用,中国管理科学,11(专辑),343~347
[225] 张吉军(2000),模糊层次分析法(FAHP),模糊系统与数学,14(2),80~88
[226] 张国芳,金国栋(2003),CRM(客户关系管理)的应用与理论研究综述,科技进步与对策,3,176~179
[227] 赵秉岩,邸德海,邓长寿,企业-客户价值评价指标体系,经济论坛,2004,3,80~81
[228] 张学工(2000),关于统计学习理论与支持向量机,自动化学报,26(1),32~42
[229] 郑玉香(2003),企业客户资本的价值管理模式及战略评估方法,经济与管理研究,5,58~62
[230] 郑玉香(2005),客户资本价值管理,北京:中国经济出版社,67
[231] 郑玉香,范秀成(2006),基于顾客关系资产的现代企业竞争整合模型分析,社会科学辑刊,93~98
[2] Adrian Payne, Sue Holt (2001). Diagnosing Customer Value: Integrating the Value Process and Relationship Marketing. British Journal of Management. 12(2), 159~182
[3] Alan W. H. Grant, A. Schlesinger Leonard (1995). Realize your customers’ full profit potential, Harvard Business Review, Vol.73, No.5, 59~62
[4] Alex R. Zablah, Danny N. Bellenger, Wesley J. Johnston (2004). An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon, Industrial Marketing Management, 33, 475~489
[5] Allan L. baldinger, Joel Rubinson (1996). Brand loyalty: The Link between Attitude and Behavior. Journal of Advertising Research, 36(6), 22~34
[6] Anderson, J.C. and J.A. Narus (1998). Business Marketing: Understand What Customer’s Value. Harvard Business Review, November-December, 53~65
[7] Anderson J.C., D.C. Jain, P.K. Chintagunta (1993). Customer Value Assessment in Business Markets: A State-of-Practice Study. Journal of Business-to-Business Marketing, 1(1), 3~29
[8] Anderson E. W. (1996). Customer satisfaction and price tolerance. Marketing Letters, Vol.7, No.3, 265~274
[9] Annika Ravald, Christian Gr?nroos (1996). The value concept and relationship marketing, 30(2), 19~30
[10] ágnes Wimmer (2000). Business Relationships as Value Drivers?. 18th Annual IMP.
[11] Aronszajn N. (1950). Theory of reproducing kernels. Transactions of the American Mathematical Society, 54(2), 317~331
[12] Arora A., L. Babai, J. Stern, etc. (1997). Hardness of approximate optima in lattices, codes and linear systems. Journal of Computer and System Sciences,54(2), 317~331
[13] Assael H. (1993). Marketing: Principles and Strategy. The Dryden Press
[14] Ashkenas R., Ulrich D., Jick T., etc.(2002). The Boundaryless Organization. John Wiley& Son, Inc
[15] Bagozzi, R. P.(1984). A Prospectus for Theory Construction in Marketing. Journal of Marketing, 48 (Winter), 11~29
[16] Barnes James G. (1997). Closeness, Strength, and Satisfaction: Examining the Nature of Relationships between Providers of Financial Services and Their Retail Customer. Psychology and Marketing, 14(8), 765~790
[17] Bayon, T., J. Gutsche, H. Bauer (2002). Customer equity marketing: touching the intangible. European Management Journal ,vol.20, No. 3, 213~222
[18] Bennett Rebekah (2002). A comparison of attitudinal loyalty measurement pproaches. Journal of Brand Management,Vol.9,Issue3, 193~203
[19] Berger P., Nasr N.(2001). The Allocation of Promotion Budget to Maximize Customer Equity. Omega, 29, 49~61
[20] Berger, P. D. and N. I. Nasr (1998). Customer Lifetime Value: Marketing Models and Applications. Journal of Interactive Marketing 12(1), 17~29
[21] Blackwell, S.A., Szeinbach, S.L., Barnses, etc. (1999). The Antecedents of Customer Loyalty. Journal of Service Research, Vol. 1,No.4,May,1999: 362~375
[22] Blattberg R.C., Deithton J. (1996). Managing Marketing by the Customer Equity Criterion. Harvard Business Review, July-August, 136~144
[23] Blattberg G. C., G. Gets., J.S. Thomas (2001). Customer Equity building and managing relationships as valuable assets, Harvard Business School Press, 161~193
[24] Bower, Garda (1985). The role of marketing in management. Handbook of Modern Marketing, (Ed) Buell, McGraw Hill , New York
[25] Britran G.R., Mondschein (1996). Mailing Decision in the Catalog Sales Industry. Management Science, Vol. 42, No. 9, 1364~1381
[26] Burns M.J. (1993). Value in Exchange: The Consumer Perspective. Dissertation. University of Tennessee Knoxville, TN
[27] Burges C. J. C. (1998). A tutorial on support vector machines for pattern recognition. Data Mining and Knowledge Discovery,(2), 120~134
[28] Butz Howard E., Leonard D. Goodstein (1996). Measuring customer value: gaining the strategic advantage. Organizational Dynamics, Vol.24, 63~77
[29] Carpenter P.(1995). Customer Lifetime Value: Do the Math. Marketing Computers, 15, 18~19
[30] Campbell, Nigel C.G., Malcolm T. (1983). Cunningham. Customer Analysis for Strategy Development in Industrial Markets. Strategic Management Journal, 4, 369~380
[31] Campbell N. C. G. (1985). An interaction approach to organizational buying behavior. Journal of Business Research, 13, 35~48
[32] Cherkassky V, F. Mulier (1997). Learning from Data: Concepts, Theory and Methods. NY: John Viley& Sons
[33] Ching W., K. Wong, E. Altman (2003). High-order Markov Decision Process and Its Application in Customer Lifetime Values. The 32nd International Conference on Computers and Industrial Engineering, Limerick, Ireland 2, 821~826
[34] Ching W., K. Wong, E. Altman (2004). Customer Lifetime Value: Stochastic Optimization Approach, Journal of Operational Research Society,55, 860~868
[35] Colombo R., W. Jiang (1999). A Stochastic RFM Model. Journal of Interactive Marketing, 13 (Summer), 2~12
[36] Courtheoux R.(1995). Customer Retention: How Much to Invest. Research and the Customer Lifecycle. DMA
[37] Darrel K. Rogby, Frederick F. Reichheld, and Phil Schefter (2002). Avoid the four perils of CRM. Harvard Business Review ,80(2), 101~109
[38] David Cravens, Charles W. Holland, Charles W. Lamb Jr., etc.(1988). Marketing’s Role in Product and Service Quality. Industrial Marketing Management, 17(November), 285~304
[39] Dawn L., Z. Philip (1997). The Relationship LifeCycle: A network-dyad-network dynamic conceptualization and the Application of some classic psychological theiries to its management. Research in Marketing, 13(1), 47~68
[40] Day G. S., B. C. Vanden (2002). Superiority in customer relation-ship management: Consequences for competitive advantage and performance. Working paper, Wharton School of Economics, University of Pennsylvania.
[41] De Ruyter Ko, Josee Bloemer (1999). Customer Loyalty in Extended Service Settings: The Interaction between Satisfaction, Value Attainment and Positive Mood. International Journal of Service Industry Management, 10(3), 320~336
[42] Dick Alan S., Kunal Basu (1994). Customer Loyalty: Toward an Integrated Concept Framework. Journal of the Academy of Marketing Science, 22(2), 99~114
[43] Diller H. (2000). Customer Loyalty: Fata Morgana or Realistic Goal? Managing Relationships with Customer Relationship Marketing, Gaining Competitive Advantage Througth Customer Satisfaction and Customer Retention. Henning-Thuran Hansen (eds). Springer, 29~48
[44] Drucker P. F. (1998). Peter Drucker on the professional of management. Boston: Harvard Business School Publishing
[45] Drucker H., C. Burges, L Kaufman etc. (1997). Support vector regression machines. In: Mozer M., Jordan M., Petsche T (eds). Neural Information Processing Systems, MIT Press, 9
[46] Dwyer F.Robert, Schurr H. Paul, Oh Sejo (1987). Developing Buyer-Seller Relationships. Journal of Marketing, Vol.51, No.2, 11~27
[47] Dwyer F. R.(1989). Customer Lifetime Valuation to Support Marketing Decision Making. Journal of Direct Marketing, 3(4), 8~15
[48] Eric Von Hippel, Stefan Thomke, and Mary Sonnack (1999). Creating breakthrough at 3M. Harvard Business Review, Sept.-Oct. , 213
[49] Felix T. Mavondo, Hanny N. Nasution (2005). Customer Value: Whose Perspective Matters?. ANZMAC 2005 Conference: Strategic Marketing and Market Orientation, 58~65
[50] Filiatrault P., Lapierre J. (1997). Managing Business-to-Business Marketing Relationships in Consulting Engineering Firms. Industrial Marketing Management, 26(2), 213~222
[51] Fiocca Renato (1982). Account Portfolio Analysis for Strategy Development. Industrial Marketing Management, 11, 53-62
[52] Flint, Woodruff, Gardial (1997). Customer vale change in industrial marketing relationships: A call for new strategies and research. Industrial Marketing Management, March, 163~173
[53] Ford D. (1980). The Development of buyer-seller relationships in industrial markets. European Journal of Marketing, 14, 339~354
[54] Ford, D. (1990) Understanding business markets: Interaction, relationships and networks, First edition, London, Academic Press
[55] Ford D. Gadde, Hakansson L.E., H. Lundgren etc.(1998). Managing business relationships, Chichester, John Wiley
[56] Francis Buttle (2004). Customer Relationship Management Concepts and Tools. Elsevier, 37~55
[57] Gadde L E, L G. Mattsson (1987). Stability and change in network relationships. International Journal of Research in Marketing, 4 (1), 29~41
[58] Gassenheimer J.B., F.S. Houston, J.C. Davis (1998). The role of economic value, social value, and perception of fairness in interorganizational relationship retention decision. Journal of the Academy of Marketing Science, Vol. 26, No. 4, 322~337
[59] Geyskens I. Steenkamp, J.E.M. Kumar (1998). Generalisations about trust in marketing Channel relationships using meta-analysis. International Journal of Research in Marketing, vol.15, 223~248
[60] Gonul, Fusun, Shi Meng Ze (1998). Optimal Mailing of Catalogs: A New Methodology Using Estimable Structural Dynamic Programming Models. Management Science,44(9), 1249~1262
[61] Gr?nroos C.(1997). Value-driven Relational Marketing: from Products to Resources and Competencies. Journal of Marketing Management, 13(5), 407~419
[62] Gron?os C. (2000). Service Management and Marketing: A Customer Relationship Management Approach(2nd Edition),John Wiley & Sons
[63] Gremler D. D. & S. W. Brown(1996). Service Loyalty, Its Nature, Importance and Impications, inEdvardsson, B., Brown, S. W., Johnston, R. and Scheuing, E.(Eds.), QUIS V: Advancing Service Quality: A Global Perspective, NewYork, ISQA, 171~181
[64] Gupta, Sunil, Donald R Lehmann, etc. (2004). Valuing Customers.Journal of Marketing Research, 41, 1(February), 7~18
[65] Gwinner Kevin P., Dwayne D. Gremler and Bitner Mary (1998). Relationship Benefits in Service Industries: the Customer’s Perspective. Journal of the Academy of Marketing Science, 26(2), 101~114
[66] Heinz K. Stahl, Matzler Kurt, Hans H. Hinterhuber (2003). Linking customer lifetime value with shareholder value. Industrial Marketing Management, (32), 267~279
[67] Hallowell R.(1996). The Relationships of Customer Satisfaction, Customer Loyalty, and Profitability: an Empirical Study. International Journal of Service Industry, Vol. 7, No. 4, 27~42
[68] Hanna Komulainen, Tuija Mainela, Jaana T?htinen etc.(2004). Exploring Customer Perceived Value in a Technology Intensive Service Innovation. Proceedings of the 20th IMP Conference, 2-4,9,Copenhagen, Denmark, 1~18
[69] Holbrook, M. B.(1999). Introduction to consumer value. In: M. B. Holbrook, editor. Consumer value: A framework for analysis and research. London and New York: Routledge, 1~28
[70] Hyunseok Hwang, Taesoo Jung and Euiho Suh(2004). An LTV model and customer segmentation based on customer value: a case study on the wireless telecommunication industry. Expert Systems with Applications, 26(2), 181~188
[71] Iacobucci D., P. Zerrillo (1997). The Relationship Life Cycle: A Netowork -Dyad-Network Dynamic Conceptualization, and the Application of Some Classic Psychological Theories to Its Management . Advances in Service Marketing, vol.13, 47~68
[72] Jackson B. B. (1985). Building Customer Relationship that last. Harvard Business Review, 11/12, 120~128
[73] Jackson D. (1994). Strategic Application of Customer Lifetime Value in the Direct Marketing Environment. Journal of Targeting, Measurement and Analysis for Marketing, 3(1), 309~338
[74] Jacoby J., Kyner D. B. (1973). Brand Loyalty vs. Purchaing Behavior, Journal of Marketing Research, No.1, 1~9
[75] Jacoby J., R. W. Chestnut (1978). Brand Loyalty: Measurement and Management. New York: Wiley
[76] Jap Sandy D., Shankar Ganesan (2000). Control mechanisms and the relationship life cycle: implications for safeguarding specific investments and developing commitment. Journal of Marketing Research, 37 (2), 227~245
[77] John E. Hogan, Katherine N. Lemon, Roland T. Rust (2002). Customer Equity Management. Journal of Service Research. Vol. 15, No.1, 4~12
[78] John J S. Benson P S.(1992). Seeking customers. Boston: Harvard Business School Press, 137~155
[79] John E. Hogan. Expected Relationship Value. Industrial Marketing Management 30, 2001, 339~351
[80] Johnson M. D., F. Selnes (2004). Customer Portfolio Management: Toward a Dynamic Theory of Exchange Relationships. Journal of Marketing, Vol.68, 1~17
[81] Jones Thomas O., W. Earl sasser Jr. (1995). Why satisfied customers defect. Harvard Business Review,73,88~99
[82] Judy Z., Peter T. (2000). Relationship Portfolios-Past, Present and Future, 16th Annual IMP Conference, Sep. 7th-9th , Bath, UK
[83] Kai Storbacka, JarmoR. Lentinen (2001). Customer relationship management: creating competitive advantage through win-win relationship strategies .NewYork:McGrawHill Companies, 123~125
[84] Kamakura W. (2005). Choice Models and Customer Relationship Management. Marketing Letters. Vol.16, No.3, 279~291
[85] Kelly D Conway, Julie M Fitzpatrick (1999). The Customer Relationship Revolution-A methodology for Creating Golden Customers. http:www.eloyaltyco.com
[86] Keller L. K. (1993). Conceptualizing, Measuring and Managing Customer-Based Brand Equity. Journal of Marketing, 57(1), 1~22
[87] Kotler P.(1994). Marketing Management: Analysis, Planning,, Implementation and Control. NJ: Prentice Hall
[88] Kracklauer A., Passenheim O., Seifert D.(2001). Mutual customer approach: How industry and trade are executing collaborative customer relationship management. International Journal of Retail & Distribution Management, 29(12), 515~519
[89] Krapfel, Robert E. Jr., Deborah Salmond and Robert Spekman. (1991). A Strategic Approach to Managing Buyer-Seller Relationships. European Journal of Marketing, 25,9, 22~37
[90] Kuhn H., A. Tucker (1951). Nonlinear programming. In Proceedings of 2nd Berkeley Symposium on Mathematical Statistics and Probabilitics, 481~492
[91] Lapierre, Jozée.(2000). Customer-perceived Value in Industrial Contexts.Journal of Business and Industrial Marketing, 15 (2/3), 122~140
[92] Lewis Michael V. (2001). Applications of dynamic programming to customer management. Dissertation. Evanston, Illinois: Northwestern University
[93] Liu, Annie H. (1998). Examining the role of customer value, customer satisfaction, and perceived switching costs: A model of repurchase intention for business-to-business services.doctoral dissertation. Georgia: Georgin State University
[94] Linda K. Trevino, Katherine A. Nelson (1999), Managing Business Ethics, 2nd edition, John Wiley & Song Inc., 181
[95] Luenberger D. (1984). Linear and Nonlinear Programming. Addison-Wesley
[96] Mangasarian O.L. (1997). Mathematical programming in data mining. Data Mining and Knowledge Discovery,42(1), 183~201
[97] Mattsson, J. (1992). A service quality model based on an ideal value standard. International Journal of Service Industry Management 3(3), 18~33
[98] McDougall, Gordon H.G. Levesque, Terrence (2000). Customer satisfaction with services: putting perceived value into the equation. Journal of Service Marketing,Vol.14, Issue4/5, 392~418
[99] Michael J.A.Berry, S. Linoff Gordon (2000). Mastering data mining: the art and science of customer relationship management.John Wiley&Sons, Inc
[100] Michele Costabile (2000). A Dynamic Model of Customer Loyalty. Competitive paper presented at 16th Annual IMP Conference, Sep. 7th-9th , Bath, UK
[101] Mitchell T. (1997). Machine Learning. McGraw-Hill
[102] Monroe Kent B. (1990). Pricing : making profitable decisions. (2nded.). New York: McGraw-Hill Book Company
[103] Müler R, A J Smola, G Rtsch (1997). Predicting time series with support vector machines. In Proceeding of ICANN97, Berlin: Springer LNCS, 1327, 999~1004
[104] Newman Joseph W., Richard A. Werbel (1973). Multivariate Analysis of Brand Loyalty for Major Household Appliances. Journal of Marketing Research, 10(4), 404~409
[105] Nicholls, J.(1994). The Strategic Leadership Star: A Guiding Light in Delivering Value to the Customer. Management Decision,32(8), 21~26
[106] Norman R., R. Ramirez (1993). From value chain to value constellation: Designing Interactive Strategy. Harvard Business Review, July-Aug, 65~66
[107] Oded Netzer (2004). A Hidden Markov Model of Customer Relationship Dynamics. Doctoral Dissertation. Stanford University
[108] Oliver Richard L. (1999). Whence Consumer Loyalty? Journal of Marketing, Special Issue, 63(4), 33~44
[109] Oliver Richard L. (1997). Satisfaction: A Behavioral Perspective on the Consumer. New -York, NY: Irwin-McGraw-Hill
[110] O’Malley, L. (1998). Can Loyalty Schemes Really Build Loyalty? Marketing Intelligence & Planning, No.1, 47~55
[111] Paul Andon, Jane Baxter, Graham Bradley (2001). Calculating the economic value of customers to an organization. Australian Accounting Review, 11(1), 62~72
[112] Paul Andon, Jane Baxter, Graham Bradley (2003). Chartered Accountants .Journal of New Zealand. Wellington: Apr. vol.82,Iss.3, 12
[113] Parasuraman, A. (1997). Reflections on Gaining Competitive Advantage Through Customer Value. Journal of the Academy of Marketing Science, 25(2), 154~161
[114] Peppers D., Rogers M., Dorf B. (1999). Is your company ready for one-to-one marketing? Harvard Business Review,77(1),101~119
[115] Perrien J., L. Richard (1995). The Meaning of a Marketing Relationship- A pilot Study, Industrial Marketing Management, Vol.24, No.1, 37~43
[116] Pfeifer E. Philip., L. Robert (2000). Carraway. Modeling Customer Relationships using Markov chains. Journal of Interactive Marketing, 14(2), 43~55
[117] Porter M.E. (1985). Competitive advantage: creating and sustaining superior performance. NewYork: The Free Press
[118] Ramsay J.(2005). The real meaning of value in trading relationships. International Journal of Operations &Production Management, Vol. 25, No. 6, 549~565
[119] Rashi Gglazer (1999). Marketing in an informative-intensive environment: Strategic implication of knowledge as an asset. Journal of Marketing, No.10, 1~19
[120] Reichheld, F.F. and D.W Kenny (1990). The Hidden Advantages of Customer Retention. Journal of Retail Banking, 12(4), 19~23
[121] Reichheld, F.F. and W.E. Sasser, Jr. (1990). Zero Defections: Quality comes to Services. Harvard Business Review, September-October, 105~111
[122] Reichheld, F.F. (1996). The Loyalty Effect. Harvard Business School Press, Boston, MA.
[123] Reinartz W. J., Krafft M., Hoyer W. D.(2003). Measuring the customer relationship management construct and linking it to performance outcomes. Working Paper Series of the Teradata Center for Customer Relationship Management, Duke University
[124] Reinartz W. J., V. Kumar (2000). On the profitability of long-life customers in a noncontractual setting: an empirical investigation and implications for marketing. Journal of Marketing,17~35
[125] Richard A. D. Aveni, Robert E Gunter (1994). Hypercompetition: The Dynamics of Strategic Maneuvering. NewYork: The Free Press
[126] Richins M.L. (1994). Valuing things: The public and private meanings of possessions. Journal of Consumer Research, 21(3), 504~521
[127] Rigby, D. K., Reichheld, F. F., Schefter P. (2002). Avoid the four perils of CRM. Harvard Business Review, 101~109
[128] Robert E. Wayland, Paul M. Cole (1997). Customer Connections. Harvard Business School Press
[129] Roberts M.L., Berger P.D. (1989). Direct Marketing Management. Prentice-Hall, Inc., 409
[130] Roger Bennett (1996). Relationship Formation and Governance in Consumer Markets :Transactional Analysis Versus the Behaviourist Approach, Journal of Marketing Management, 12, 417
[131] Rust Roland T., Valarie A. Zeithaml, Katherine N. Lemon (2000). Driving Customer Equity: How Customer Lifetime Value Is Reshaping Corporate Strategy, Free Press, New York, 13
[132] Satty T. L. (1980). The Analytic Hierarchy Process. Mcgraw-Hill International Book Company, NewYork
[133] Scanzoni (1979). Social Exchange and behavioural Interdependence in Social Exchange. In Huston, T. and R. Burgess. Developing Relationships, New York
[134] Shapiro Benson P., V. Kasturi Rangan, Rowland T. Moriarty, etc. (1987). Manage Customers for Profits (not Just Sales). Harvard Business Review, September-October, 101~108
[135] Schmittlein D.C., D.G. Morrison, R. Colombo (1987). Counting Your Customers: Who are they and what will they do Next? Management Science, Vol.33, No.1, 1~24
[136] Sheth Jagdish N., Bruce I. Newman and Barbara L. Gross (1991). Why We Buy What We Buy: A Theory of Consumption Values. Journal of Business Research, 22(March), 159~170
[137] Slater, S.F., J.C. Narver (1994). Market Orientation and Learning Organization. Journal of Marketing,59(3), 22~28
[138] Slater, S.F. (1997). Developing a Customer Value-Based Theory of the Firm. Journal of the Academy of Marketing Science, 25, 162~167
[139] Srivastava, R. K., Shervani, T. A., Fahey, L.(1999). Marketing, business processes, and shareholder value: An organizationally embedded view of marketing activities and the discipline of marketing. Journal of Marketing (Special Issue) , 63, 168~179
[140] Steve Gunn (1998). Support Vector Machines for Classification and Regression, ISIS Report, University of Southampton, 1~30
[141] Stone B. (1996). Successful Direct Marketing Methods. Lincolnwood: NTC Business Books
[142] Stone M., Woodcock N.(2001), Defining CRM and accessing its quality. In: Foss, B. and Stone, M., Editors
[143] Sweeney Jillian C., Soutar N. Geoffrey (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing ,77, 203~220
[144] Tony Woodall (2003). Conceptualising 'Value for the Customer': An Attributional, Structural and Dispositional Analysis. Academy of Marketing Science Review, No.12, 1~44
[145] Tucker WilliamT. (1964). The Development of Brand Loyalty. Journal of Marketing Research, 1, August, 32~33
[146] Tuckman B.W.(1965). Developmental sequence in small groups, Psychological Bullettin, no.63, 384~399
[147] Turnbull Peter W., Judy M. Zolkiewski. (1997). Profitability in Customer Portfolio Planning. in Ford, David (ed.) Understanding Business Markets, 2nd Edition. London: The Dryden Press
[148] Vapnik V., A. Chervonenkis (1971). On the uniform convergence of relative frequencies of events to their probabilities. Theory of Probability and its Applications,16(2), 264~280
[149] Vapnik V., A. Chervonenkis (1991). The necessary and sufficient conditions for consistency in the empirical risk minimization method. Pattern Recognition and Image Analysis,1(3), 283~305
[150] Vapnik V., E. Levin, Le Cun Y. (1994). Measuring the VC-dimension of a learning machine. Neural Computation, 6, 851~876
[151] Vapnik V., S. Golowich, A. Smola (1997). Support vector method for function approximation, regression estimation, and signal processing. In: Mozer M., Jordan M., Petsche T(eds). Neural Information Processing Systems, MIT Press, 9
[152] Vapnik (1998). Statistical Learning Theory. Willey
[153] Vapnik V. N. (1999). An overview of statistical learning theory. IEEE Transaction Neural Networks, 10(5), 988~999
[154] Verhoef, P. C., Donker, B.(2001).Predicting customer potential value: An application in the insurance industry. Decision Support Systems, 32 (2), 189~1999
[155] Verhoef, P. C., P. Franses, H. Hoekstra (2002). The effect of relational constructs on customer referrals and number of services purchased from a multiservice provider: does age of relationship matter?, Journal of the Academy Marketing Science,Vol.30, 267~279
[156] Wahba G. (1999). Support vector machines, reproducing kernel Hilbert spaces and the randomized GACV. In B.scholkopf, C. J. C. Burges, and A. J. Smola, editors, Advances in Kernel Methods-Support Vector Learning, 69~88
[157] Wilson David T., Swati Jantrania (1995). Understanding the Value of a Relationship. Asia-Australia Marketing Journal, 2 (1), 55~66
[158] Wilson, D.T. (1995). An integrated model of buyer-seller relationships. Journal of the Academy of Marketing Science. Vol. 23, No.4, 335~345
[159] W.K. Ching, Ng. M.K., K.K. Wong, E. Altman (2004). Customer lifetime value: Stochastic optimization approach. Journal of the Operational Research Society, Vol. 55, No. 8, 20, 860~868
[160] Wolfgang Ulaga (2001). Customer Value in Business Markets. Industrial Marketing Management. 30, 315~319
[161] Wolfgang Ulaga, Eggert Andreas (2003). Relationship Value in Business Markets: Development of a Measurement Scale. ISBM Report 2-2003. Institute for the Study of Business Markets
[162] Woodruff Robert B. (1997). Customer Value: The Next Source for Competitive Advantage. Journal of the Academy of Marketing Science, 25(2), 139~153
[163] Yonggui Wang, Hing Po Lo, Chi Renyong, etc.(2004). An integrated framework for customer value and customer-relationship-management performance: a customer-based perspective from China. Managing Service Quality, 14(2/3), 169~182
[164] Yorke David A. and George Droussiotis (1994). The Use of Customer Portfolio Theory: An Empirical Survey. Journal of Business and Industrial Marketing, 9,3, 6~18
[165] Zeithaml, Valarie A.(1988). Consumer Perceptions of Price, Quality and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing,52(July), 2~22
[166] Zeithaml Valarie A., Leonard L. Berry, A. Parasuraman (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 60(2), 31~46
[167] Zemke R. (1993). Creating Customer Value. Training, September, 45~50
[168] [德]安东,克里斯汀(2002),通过对服务的投资获得关系营销的成功,关系营销,广州:广东经济出版社
[169] 彼得?切维顿著,李志宏译(2005),关键客户管理要点,北京:北京大学出版社
[170] 陈明亮,袁泽沛,李怀祖(2001),客户保持动态模型的研究,武汉大学学报(社会科学版),54(6),675~684
[171] 陈明亮(2003),客户忠诚决定因素实证研究,管理科学学报,6(5),72~78
[172] 陈明亮(2002),客户生命周期模式研究,浙江大学学报(人文社会科学版),32(6),66~72
[173] 陈明亮(2003),客户全生命周期利润预测方法的研究,科研管理,24(4),102~109
[174] 陈明亮(2004),客户生命周期利润变化趋势分析与应用研究,管理工程学报,18(1),1~3
[175] 邓长寿,郑丕谔,赵秉岩(2006),基于 Markov 链的电子商务网站用户动态聚类研究,第六界全球智能控制与自动化大会会议论文集,12(8),6965~6969
[176] 邓长寿,赵秉岩(2006),企业与客户互动价值的评价,天津大学学报(社会科学版),8(5),341~344
[177] 弗雷德里克?莱西赫尔德(2001),忠诚的价值,北京:华夏出版社
[178] 弗雷德里克?莱西赫尔德,陈绍峰译(2002),忠诚的法则,北京:中信出版社,6,105
[179] 樊治平,王建宇,陈媛(2002),客户关系管理(CRM)的评述与展望,系统工程,20(6),1~8
[180] 韩小芸,温碧燕,伍小弈(2004),顾客消费情感对顾客满意感的影响,南开管理评论,7,39~43
[181] 韩小芸,汪纯孝(2003),服务性企业顾客满意感与忠诚感关系,北京:清华大学出版社
[182] 克里斯廷.格罗鲁斯著,韩经伦等译(2002),服务管理与营销,北京:电子工业出版社,165
[183] 胡少东(2006),客户生命周期在客户关系管理系统中的应用,汕头大学学报,22(2),46~48
[184] 李煜华(2004),管理信息系统的模糊综合评价模型研究,哈尔滨工业大学学报,36(8),1128~1131
[185] 李纯青,徐寅峰(2004),动态客户关系管理模型的构建及分析,商业研究,21,125~128
[186] 李纯青,赵平,徐寅峰(2005),动态客户关系管理的内涵及其模型,管理工程学报,19(3),121~126
[187] 刘嘉焜,王公恕(2004),应用随机过程(第二版),北京:科学出版社,125~130
[188] 李建民,张钹,林福宗(2003),支持向量机的训练算法,清华大学学报(自然科学版),43(1),120~124
[189] 刘小洪,邹鹏(2005),商业银行客户关系价值管理模型研究,管理科学,18(3),57~60
[190] 刘英姿,姚兰,严赤卫(2004),基于价值链的客户价值分析.管理工程学报,18(4),99~101
[191] 刘云涛,吴冲,王敏等(2005),基于支持向量机的商业银行信用风险评估模型研究,预测,24(1),52~55
[192] 龙贞杰(2004),客户关系管理的价值链分析,社会科学家,9,76~79
[193] 路晓伟,蒋馥(2004),客户关系发展的马尔可夫模型及其应用,工业工程与管理,1,40~44
[194] 路晓伟,张欣欣,蒋馥(2003),客户关系的动态发展及其策略分析,上海理工大学学报,25(4),322~325
[195] 陆娟,张东晗,崔明杰(2003),中西方品牌忠诚度测评研究及应用启示,商业经济与管理,10,17~20
[196] 陆娟(2005),服务忠诚驱动因素研究:综述与构想,经济科学,3,108~119
[197] 马力行和蒋馥(2004),客户忠诚的影响因素及其相互作用,商业研究,15,36~37
[198] 孟庆良,韩玉启,陈晓君(2005),客户价值研究及其对客户关系管理绩效的影响,运筹玉管理,14(1),138~142
[199] [德国]Thoursten Henning-Thurau, Ursula Hansen 著,罗磊译(2003), 关系营销:建立顾客满意和顾客忠诚赢得竞争优势,广州: 广东经济出版社,11~73
[200] [美]Nello Cristianini, John Shawe-Taylor,李国正译(2004),支持向量机导论,北京:电子工业出版社,90~95
[201] [加]杰姆.G.巴诺斯著,刘祥亚译(2002),客户关系管理成功奥秘-感知客户,北京:机械工业出版社
[202] 谭跃雄,周娜,于强(2005),客户生命周期价值模型扩展及其在客户细分中的应用,湖南大学学报,32(3),124~128
[203] 齐佳音(2003),客户价值研究,西安:西安交通大学博士学位论文
[204] 齐佳音,韩新民,李怀祖(2002),我国客户关系管理研究的紧迫性和方向分析,管理科学学报,5(4),88~94
[205] 齐佳音,李怀祖,舒华英(2004),一种新的累积客户保持率模型,管理工程学报,18(4),60~59
[206] 齐佳音,李怀祖,舒华英(2003),一种确定典型客户购买率的新方法,中国管理科学,11(z1),66~70
[207] 齐佳音,舒华英(2005),客户价值评价建模及决策,北京:北京邮电大学出版社,21~22
[208] 权明富,齐佳音,舒华英(2004),客户价值评价指标体系设计,南开管理评论,7(3),17~23
[209] 陶洋,张静,周霞(2005),基于三角模糊数层次分析法与网络仿真的网络整体性能评价研究,计算机应用,25,10,2238~2240
[210] 王永贵(2005),顾客资源管理-资产、关系、价值和知识,北京:北京大学出版社,2~3
[211] 王迎军,柳茂平(2003),战略管理,南开大学出版社,80
[212] 王海洲(2001),客户资源价值与管理,http://www.crmchina.com.cn/datum/210000054.html
[213] 王健康,寇纪淞(2002),客户关系管理价值链研究,管理工程学报,2002,16(4),51~54
[214] 王宗军,贾云昆(2004),客户关系导向的企业战略初探,武汉大学学报(哲学社会科学版),3,186~190
[215] 王月兴,冯绍津(2002),顾客忠诚的驱动因素及其作用,经济管理?新管理,12,58~62
[216] 尉询楷,李应红,张朴等(2005),基于支持向量机的时间序列预测,系统工程与电子技术,27(3),530~533
[217] 魏宏业,王建华,何崴(2005),销售量预测的支持向量机建模及参数选择研究,系统仿真学报,17(1),33~36
[218] 徐利治,王宏仁,周蕴时(1983),函数逼近的理论与方法,上海:上海科技出版社
[219] 徐忠海,王玲(2003),基于客户关系生命周期的 CRM 理念,科研管理,24(6),94~102
[220] 姚敏,张森(1997),模糊一致矩阵及其在软科学中的应用,系统工程,15(2),26~30
[221] 姚奕,叶中行(2004),基于支持向量机的银行客户信用评估系统研究,系统仿真学报,16(4),783~786
[222] 杨龙,王永贵(2003),客户价值的支撑点-客户网络及其知识管理,经济管理,3,54~59
[223] 杨一文,杨朝军(2005),基于支持向量机的金融时间序列预测,系统工程理论方法应用,2005,14(2),176~181
[224] 袁旭梅,康键,张昕(2003),动态 CRM 模型在电子商务中的应用,中国管理科学,11(专辑),343~347
[225] 张吉军(2000),模糊层次分析法(FAHP),模糊系统与数学,14(2),80~88
[226] 张国芳,金国栋(2003),CRM(客户关系管理)的应用与理论研究综述,科技进步与对策,3,176~179
[227] 赵秉岩,邸德海,邓长寿,企业-客户价值评价指标体系,经济论坛,2004,3,80~81
[228] 张学工(2000),关于统计学习理论与支持向量机,自动化学报,26(1),32~42
[229] 郑玉香(2003),企业客户资本的价值管理模式及战略评估方法,经济与管理研究,5,58~62
[230] 郑玉香(2005),客户资本价值管理,北京:中国经济出版社,67
[231] 郑玉香,范秀成(2006),基于顾客关系资产的现代企业竞争整合模型分析,社会科学辑刊,93~98
© 2004-2018 中国地质图书馆版权所有 京ICP备05064691号 京公网安备11010802017129号 地址：北京市海淀区学院路29号 邮编：100083 电话：办公室：(+86 10)66554848；文献借阅、咨询服务、科技查新：66554700 |