A bi-level decision model for customer churn analysis

Gao, Y; Zhang, G; Lu, J; Ma, J

A bi-level decision model for customer churn analysis

Gao, Y Zhang, G

Lu, J

Ma, J

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Publication Type:: Journal Article
Citation:: Computational Intelligence, 2014, 30 (3), pp. 583 - 599
Issue Date:: 2014-01-01

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Field	Value	Language
dc.contributor.author	Gao, Y	en_US
dc.contributor.author	Zhang, G https://orcid.org/0000-0003-3960-0583	en_US
dc.contributor.author	Lu, J https://orcid.org/0000-0003-0690-4732	en_US
dc.contributor.author	Ma, J https://orcid.org/0000-0002-4195-7760	en_US
dc.date.issued	2014-01-01	en_US
dc.identifier.citation	Computational Intelligence, 2014, 30 (3), pp. 583 - 599	en_US
dc.identifier.issn	0824-7935	en_US
dc.identifier.uri	http://hdl.handle.net/10453/35679
dc.description.abstract	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.	en_US
dc.relation.ispartof	Computational Intelligence	en_US
dc.relation.isbasedon	10.1111/coin.12008	en_US
dc.subject.classification	Artificial Intelligence & Image Processing	en_US
dc.title	A bi-level decision model for customer churn analysis	en_US
dc.type	Journal Article
utslib.citation.volume	3	en_US
utslib.citation.volume	30	en_US
utslib.for	0801 Artificial Intelligence and Image Processing	en_US
utslib.for	0802 Computation Theory and Mathematics	en_US
utslib.for	0806 Information Systems	en_US
pubs.embargo.period	Not known	en_US
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/Faculty of Engineering and Information Technology
pubs.organisational-group	/University of Technology Sydney/Faculty of Engineering and Information Technology/School of Computer Science
pubs.organisational-group	/University of Technology Sydney/Strength - CAI - Centre for Artificial Intelligence
utslib.copyright.status	open_access
pubs.issue	3	en_US
pubs.publication-status	Published	en_US
pubs.volume	30	en_US

Abstract:

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.

Please use this identifier to cite or link to this item:

http://hdl.handle.net/10453/35679