A bi-level decision model for customer churn analysis
- Publication Type:
- Journal Article
- Computational Intelligence, 2014, 30 (3), pp. 583 - 599
- Issue Date:
This paper develops a bi-level decision model and a solution approach to optimizing service features for a company to reduce its customer churn rate. First, a bi-level decision model, together with its modeling approach, are developed to describe the gaming relationship between decision makers in a company (service provider) and its customers. Then, a practical solution approach to reaching solutions for the bi-level-modeled customer churn problem is developed. Finally, experiments and case studies are conducted to illustrate the bi-level decision model and the solution approach. © 2013 Wiley Periodicals, Inc.
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