客户忠诚识别的神经网络方法及实证研究  

Identification of Customer Loyalty Based on ANN and Case Study

作　　者：侯立文[1] 谭家美[2] 

机构地区：[1]上海交通大学管理学院,上海200052 [2]上海海事大学交通运输学院,上海200135

出　　处：《管理工程学报》2007年第1期138-140,144,共4页Journal of Industrial Engineering and Engineering Management

基　　金：国家自然科学基金资助项目(70271038)

摘　　要：首先对客户忠诚的内涵进行了分析,并介绍了SOFM网络的原理,然后通过研究某一保险公司客户忠诚识别案例,展示了SOFM在客户忠诚识别过程中的具体运用,同时也指出了该方法的局限性,从而为其进一步实用化指明了发展方向。The implication of customer loyalty is firstly explained from several aspects. And then a Artificial Neuron Network method, Self- Organization Feature Mapping, is introduced as an analytical tool. Next the concrete calculation for customer loyalty is shown by an insurance company case study. Meanwhile the drawbacks of the method are also indicated in order to direct the further research about it.

关 键 词：客户忠诚 忠诚识别 SOFM 

分 类 号：F270[经济管理—企业管理]