Simulating Customer-to-Customer Interaction In a B2B Financial Service Business By Empirical Agent-Based Modeling
| Autor: | Akira Ishii, Keiko Toya, Yutaro Nemoto, Takaaki Ohnishi, Keisuke Oura, Kana Ozawa, Makoto Mizuno, Kohei Arai, Shintaro Tanno |
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| Jazyk: | angličtina |
| Rok vydání: | 2016 |
| Předmět: |
Service (business)
lcsh:Computer software Service quality Customer retention lcsh:LC8-6691 Knowledge management lcsh:Special aspects of education business.industry Service design customer satisfaction Service level objective Customer lifetime value agent-based modeling social interaction simulation Customer advocacy lcsh:QA76.75-76.765 customer lifetime value business Customer to customer |
| Zdroj: | EAI Endorsed Transactions on Serious Games, Vol 3, Iss 8, Pp 1-4 (2016) BICT |
| ISSN: | 2034-8800 |
| DOI: | 10.4108/eai.3-12-2015.2262497 |
| Popis: | Service research has emphasized triad relationships between a firm, employees and customers. To coordinate these stakeholders effectively, it is highly important to understand what service activities are beneficial to all or some of these stakeholders. Yet, the recent increase in C2C interaction may make the problem more complex. This study proposes a methodology combining statistical techniques and agent-based modeling, which makes it possible to assess the joint impact of each service value and C2C interaction on the payoffs. |
| Databáze: | OpenAIRE |
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