基于扩展物元模型的客户动态评价  

Customer dynamic evaluation based on extended matter-element model

作　　者：郝赫[1,2] 冯毅雄[1] 谭建荣[1] 

机构地区：[1]浙江大学机械工程及自动化系,浙江杭州310027 [2]美国佛罗里达大学机械与航天工程系,佛罗里达盖恩斯维尔32611

出　　处：《浙江大学学报（工学版）》2009年第1期57-62,共6页Journal of Zhejiang University：Engineering Science

基　　金：国家自然科学基金资助项目(50875237,50835008);国家“863”高技术研究发展计划资助项目(2008AA042301,2007AA04Z190);国家“十一五”科技支撑计划资助项目(2006BAF01A37)

摘　　要：针对传统客户评价方法存在的静态性、片面性和主观性等缺点,提出一种基于扩展物元模型的客户动态评价方法.在基本物元模型的基础上,扩展构建了客户动态评价的3种扩展物元模型.根据物元模型的可拓性和物元变换原理,定义了扩展物元集合及拓展运算法则.以构建的3种扩展物元模型为基础,通过拓展运算可得到多种多维组合客户评价物元模型,增加了评价方法的动态性和可拓性.结合熵权理论,给出了客户的动态评价算法.通过某电梯公司客户动态评价的应用实例,分析和预测了客户的价值和消费行为,为企业进行经营决策和市场预测提供了重要依据.A dynamic customer evaluation method based on extended matter-element model was proposed aiming at the shortcomings of static, partiality and subjectivity in traditional customer evaluation methods. Three extended customer evaluation matter-element models were established based on the basic matter-element model. Extended matter-element sets and extending operation rules were defined according to the matter-element extensibility and the matter-element transformation principle. A multi-dimensional evaluation model for multi-purpose evaluation was acquired through the extending operations based on the three extended matter-element models, thus made the evaluation method more dynamic and flexible. A dynamic customer evaluation algorithm was given combining with the entropy principle. The customer＇s value and consumption behaviors were analyzed with an example of customer dynamic evaluation for an elevator company. The method provided an important basis for the decision-making and market forecasting for the company.

关 键 词：护展物元模型 客户动态评价 多维组合分析 决策 

分 类 号：TP391[自动化与计算机技术—计算机应用技术]