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Developing a new data envelopment analysis model for customer value analysis
1. | Department of Industrial Management, Faculty of Management and Accounting, Islamic Azad University-Karaj Branch, P. O. Box: 31485-313, Karaj, Iran, Iran, Iran |
References:
[1] |
D. A. Aaker, V. Kumar and G. S. Day, "Marketing Research," John Wiley & Sons, New York, 2001. |
[2] |
J. Anderson and J. Narus, "Business Market Management: Understanding, Creating and Developing Value," 2nd edition, Prentice-Hall, Englewood Cliffs, NJ, 2004. |
[3] |
R. D. Banker, A. Charnes and W. W. Cooper, Some models for estimating technical and scale inefficiencies in data envelopment analysis, Management Science, 30 (1984), 1078-1092.
doi: 10.1287/mnsc.30.9.1078. |
[4] |
D. Bowman and D. Narayandas, Managing customer-initiated contacts with manufacturers: The impact on share of category requirements and word-of mouth behavior, Journal of Marketing Research, 38 (2001), 281-297.
doi: 10.1509/jmkr.38.3.281.18863. |
[5] |
A. Charnes, W. W. Cooper and E. Rhodes, Measuring the efficiency of decision making units, European Journal of Operational Research, 2 (1978), 429-444.
doi: 10.1016/0377-2217(78)90138-8. |
[6] |
M. T. Chu, J. Z. Shyu and R. Khosla, Measuring the relative performance for leading fables firms by using data envelopment analysis, Journal of Intelligent Manufacturing, 19 (2008), 257-272.
doi: 10.1007/s10845-008-0079-3. |
[7] |
R. Colombo and W. Jiang, A stochastic RFM model, Journal of Interactive Marketing, 13 (1999), 2-12.
doi: 10.1002/(SICI)1520-6653(199922)13:3<2::AID-DIR1>3.0.CO;2-H. |
[8] |
W. W. Cooper, L. M. Seiford and K. Tone, "Data Envelopment Analysis: A Comprehensive Text with Models, Applications, References and DEA-Solver Software," 2nd edition, Springer, New York, 2007. |
[9] |
J. Deichmann, A. Eshghi, D. Haughton, S. Sayek and N. Teebagy, Application of Multiple Adaptive Regression Splines (MARS) in direct response modeling, Journal of Interactive Marketing, 16 (2002), 15-27.
doi: 10.1002/dir.10040. |
[10] |
J. Doyle and R. Green, Efficiency and cross efficiency in DEA: Derivations, meanings and the uses, Journal of the Operational Research Society, 45 (1994), 567-578. |
[11] |
P. Fader, B. Hardie and K. L. Lee, RFM and CLV: Using Iso-value curves for customer base analysis, Journal of Marketing Research, 42 (2005), 415-430.
doi: 10.1509/jmkr.2005.42.4.415. |
[12] |
R. Garland, Segmenting retail banking customers, Journal of Financial Services Marketing, 10 (2005), 179-191.
doi: 10.1057/palgrave.fsm.4770184. |
[13] |
F. Grönöl and M. Shi, Optimal mailing of catalogs: A new methodology using estimable structural dynamic programming models, Management Science, 44 (1998), 1249-1262.
doi: 10.1287/mnsc.44.9.1249. |
[14] |
C. Grönroos, From marketing mix to relationship marketing: Towards a paradigm shift in marketing, Management Decision, 32 (1994), 4-20.
doi: 10.1108/00251749410054774. |
[15] |
K. Ha, S. Cho and D. Maclachlan, Response models based on bagging neural networks, Journal of Interactive Marketing, 19 (2005), 17-30.
doi: 10.1002/dir.20028. |
[16] |
L. K. Hansen and P. R. Salamon, Neural network ensembles, IEEE Transactions on Pattern Analysis and Machine Intelligence, 12 (1990), 993-1001.
doi: 10.1109/34.58871. |
[17] |
Z. Huanga, H. Chena, C. J. Hsua, W. H. Chenb and S. Wu, Credit rating analysis with support vector machines and neural networks: A market comparative study, Decision Support Systems, 37 (2004), 543-558.
doi: 10.1016/S0167-9236(03)00086-1. |
[18] |
Y. Kim, W. N. Street, G. J. Russell and F. Menczer, Customer targeting: A neural network approach guided by genetic algorithms, Management Science, 51 (2005), 264-276.
doi: 10.1287/mnsc.1040.0296. |
[19] |
P. J. Korhonen and M. Luptacik, Eco-efficiency analysis of power plants: An extension of data envelopment analysis, European Journal of Operational Research, 154 (2004), 437-446.
doi: 10.1016/S0377-2217(03)00180-2. |
[20] |
J. Liu, F. Y. Ding and V. Lall, Using data envelopment analysis to compare suppliers for supplier selection and performance improvement, Supply Chain Management: An International Journal, 5 (2000), 143-150. |
[21] |
L. Moutinho, B. Curry, F. Davies and P. Rita, "Neural Network in Marketing," Routledge, New York, 1994. |
[22] |
P. E. Pfeifer, The optimal ratio of acquisition and retention costs, Journal of Targeting, Measurement and Analysis for Marketing, 13 (2005), 179-188.
doi: 10.1057/palgrave.jt.5740142. |
[23] |
D. Pitta, F. Franzak and D. Fowler, A strategic approach to building online customer loyalty: Integrating customer profitability tiers, Journal of Consumer Marketing, 23 (2006), 421-429.
doi: 10.1108/07363760610712966. |
[24] |
C. K. Prahalad, "The Fortune at the Bottom of the Pyramid: Eradicating Poverty through Profits," Wharton School Publishing, Upper Saddle River, NJ, 2004. |
[25] |
W. Reinartz and V. Kumar, The mismanagement of customer loyalty, Harvard Business Review, (2002), 86-94. |
[26] |
T. L. Saaty, "Multicriteria Decision Making: The Analytic Hierarchy Process," 1988, revised and published by the author, original version published by McGraw-Hill, New York, 1980. |
[27] |
L. M. Seiford and J. Zhu, Identifying excesses and deficits in Chinese industrial productivity (1953-1990): A weighted data envelopment analysis approach, Omega, 26 (1998), 279-296.
doi: 10.1016/S0305-0483(98)00011-5. |
[28] |
L. M. Seiford and J. Zhu, Modeling undesirable factors in efficiency evaluation, European Journal of Operational Research, 142 (2002), 16-20.
doi: 10.1016/S0377-2217(01)00293-4. |
[29] |
T. R. Sexton, R. H. Silkman and A. J. Hogan, Data envelopment analysis: Critique and extensions, in "Measuring Efficiency: An Assessment of Data Envelopment Analysis" (ed. R. H. Silkman), Jossey-Bass, San Francisco, (1986), 73-105. |
[30] |
R. Shabahang, "Financial Accounting," Iranian Auditing Organization, 8th edition, (in Persian), 2003. |
[31] |
T. Sueyoshi, J. Shang and W. C. Chiang, A decision support framework for internal audit prioritization in a rental car company: A combined use between DEA and AHP, European Journal of Operational Research, 199 (2009), 219-231.
doi: 10.1016/j.ejor.2008.11.010. |
[32] |
R. G. Thompson, F. D. Singleton, J. R. M. Thrall and B. A. Smith, Comparative site evaluations for locating a high-energy physics lab in Texas, Interfaces, 16 (1986), 35-49.
doi: 10.1287/inte.16.6.35. |
[33] |
E. M. Van Raaij, The strategic value of customer profitability analysis, Marketing Intelligence & Planning, 23 (2005), 372-381.
doi: 10.1108/02634500510603474. |
[34] |
Y.-M. Wang, Y. Luo and L. Liang, Ranking decision making units by imposing a minimum weight restriction in the data envelopment analysis, Journal of Computational and Applied Mathematics, 223 (2009), 469-484.
doi: 10.1016/j.cam.2008.01.022. |
[35] |
W. P. Wong and K. Y. Wong, A review on benchmarking of supply chain performance measures, Benchmarking: An International Journal, 15 (2008), 25-51. |
[36] |
Y. P. Yu, and S. Q. Cai, A new approach to customer targeting under condition of information shortage, Marketing Intelligence & Planning, 25 (2007), 343-359.
doi: 10.1108/02634500710754583. |
[37] |
V. A. Zeithaml, R. T. Rust and K. N. Lemon, The customer pyramid: Creating and serving profitable customers, California Management Review, 43 (2001), 118-142. |
[38] |
J. Zhu and W. D. Cook, "Modeling Data Irregularities and Structural Complexities in Data Envelopment Analysis," A Problem-Solving Handbook, Springer, New York, US, 2007. |
show all references
References:
[1] |
D. A. Aaker, V. Kumar and G. S. Day, "Marketing Research," John Wiley & Sons, New York, 2001. |
[2] |
J. Anderson and J. Narus, "Business Market Management: Understanding, Creating and Developing Value," 2nd edition, Prentice-Hall, Englewood Cliffs, NJ, 2004. |
[3] |
R. D. Banker, A. Charnes and W. W. Cooper, Some models for estimating technical and scale inefficiencies in data envelopment analysis, Management Science, 30 (1984), 1078-1092.
doi: 10.1287/mnsc.30.9.1078. |
[4] |
D. Bowman and D. Narayandas, Managing customer-initiated contacts with manufacturers: The impact on share of category requirements and word-of mouth behavior, Journal of Marketing Research, 38 (2001), 281-297.
doi: 10.1509/jmkr.38.3.281.18863. |
[5] |
A. Charnes, W. W. Cooper and E. Rhodes, Measuring the efficiency of decision making units, European Journal of Operational Research, 2 (1978), 429-444.
doi: 10.1016/0377-2217(78)90138-8. |
[6] |
M. T. Chu, J. Z. Shyu and R. Khosla, Measuring the relative performance for leading fables firms by using data envelopment analysis, Journal of Intelligent Manufacturing, 19 (2008), 257-272.
doi: 10.1007/s10845-008-0079-3. |
[7] |
R. Colombo and W. Jiang, A stochastic RFM model, Journal of Interactive Marketing, 13 (1999), 2-12.
doi: 10.1002/(SICI)1520-6653(199922)13:3<2::AID-DIR1>3.0.CO;2-H. |
[8] |
W. W. Cooper, L. M. Seiford and K. Tone, "Data Envelopment Analysis: A Comprehensive Text with Models, Applications, References and DEA-Solver Software," 2nd edition, Springer, New York, 2007. |
[9] |
J. Deichmann, A. Eshghi, D. Haughton, S. Sayek and N. Teebagy, Application of Multiple Adaptive Regression Splines (MARS) in direct response modeling, Journal of Interactive Marketing, 16 (2002), 15-27.
doi: 10.1002/dir.10040. |
[10] |
J. Doyle and R. Green, Efficiency and cross efficiency in DEA: Derivations, meanings and the uses, Journal of the Operational Research Society, 45 (1994), 567-578. |
[11] |
P. Fader, B. Hardie and K. L. Lee, RFM and CLV: Using Iso-value curves for customer base analysis, Journal of Marketing Research, 42 (2005), 415-430.
doi: 10.1509/jmkr.2005.42.4.415. |
[12] |
R. Garland, Segmenting retail banking customers, Journal of Financial Services Marketing, 10 (2005), 179-191.
doi: 10.1057/palgrave.fsm.4770184. |
[13] |
F. Grönöl and M. Shi, Optimal mailing of catalogs: A new methodology using estimable structural dynamic programming models, Management Science, 44 (1998), 1249-1262.
doi: 10.1287/mnsc.44.9.1249. |
[14] |
C. Grönroos, From marketing mix to relationship marketing: Towards a paradigm shift in marketing, Management Decision, 32 (1994), 4-20.
doi: 10.1108/00251749410054774. |
[15] |
K. Ha, S. Cho and D. Maclachlan, Response models based on bagging neural networks, Journal of Interactive Marketing, 19 (2005), 17-30.
doi: 10.1002/dir.20028. |
[16] |
L. K. Hansen and P. R. Salamon, Neural network ensembles, IEEE Transactions on Pattern Analysis and Machine Intelligence, 12 (1990), 993-1001.
doi: 10.1109/34.58871. |
[17] |
Z. Huanga, H. Chena, C. J. Hsua, W. H. Chenb and S. Wu, Credit rating analysis with support vector machines and neural networks: A market comparative study, Decision Support Systems, 37 (2004), 543-558.
doi: 10.1016/S0167-9236(03)00086-1. |
[18] |
Y. Kim, W. N. Street, G. J. Russell and F. Menczer, Customer targeting: A neural network approach guided by genetic algorithms, Management Science, 51 (2005), 264-276.
doi: 10.1287/mnsc.1040.0296. |
[19] |
P. J. Korhonen and M. Luptacik, Eco-efficiency analysis of power plants: An extension of data envelopment analysis, European Journal of Operational Research, 154 (2004), 437-446.
doi: 10.1016/S0377-2217(03)00180-2. |
[20] |
J. Liu, F. Y. Ding and V. Lall, Using data envelopment analysis to compare suppliers for supplier selection and performance improvement, Supply Chain Management: An International Journal, 5 (2000), 143-150. |
[21] |
L. Moutinho, B. Curry, F. Davies and P. Rita, "Neural Network in Marketing," Routledge, New York, 1994. |
[22] |
P. E. Pfeifer, The optimal ratio of acquisition and retention costs, Journal of Targeting, Measurement and Analysis for Marketing, 13 (2005), 179-188.
doi: 10.1057/palgrave.jt.5740142. |
[23] |
D. Pitta, F. Franzak and D. Fowler, A strategic approach to building online customer loyalty: Integrating customer profitability tiers, Journal of Consumer Marketing, 23 (2006), 421-429.
doi: 10.1108/07363760610712966. |
[24] |
C. K. Prahalad, "The Fortune at the Bottom of the Pyramid: Eradicating Poverty through Profits," Wharton School Publishing, Upper Saddle River, NJ, 2004. |
[25] |
W. Reinartz and V. Kumar, The mismanagement of customer loyalty, Harvard Business Review, (2002), 86-94. |
[26] |
T. L. Saaty, "Multicriteria Decision Making: The Analytic Hierarchy Process," 1988, revised and published by the author, original version published by McGraw-Hill, New York, 1980. |
[27] |
L. M. Seiford and J. Zhu, Identifying excesses and deficits in Chinese industrial productivity (1953-1990): A weighted data envelopment analysis approach, Omega, 26 (1998), 279-296.
doi: 10.1016/S0305-0483(98)00011-5. |
[28] |
L. M. Seiford and J. Zhu, Modeling undesirable factors in efficiency evaluation, European Journal of Operational Research, 142 (2002), 16-20.
doi: 10.1016/S0377-2217(01)00293-4. |
[29] |
T. R. Sexton, R. H. Silkman and A. J. Hogan, Data envelopment analysis: Critique and extensions, in "Measuring Efficiency: An Assessment of Data Envelopment Analysis" (ed. R. H. Silkman), Jossey-Bass, San Francisco, (1986), 73-105. |
[30] |
R. Shabahang, "Financial Accounting," Iranian Auditing Organization, 8th edition, (in Persian), 2003. |
[31] |
T. Sueyoshi, J. Shang and W. C. Chiang, A decision support framework for internal audit prioritization in a rental car company: A combined use between DEA and AHP, European Journal of Operational Research, 199 (2009), 219-231.
doi: 10.1016/j.ejor.2008.11.010. |
[32] |
R. G. Thompson, F. D. Singleton, J. R. M. Thrall and B. A. Smith, Comparative site evaluations for locating a high-energy physics lab in Texas, Interfaces, 16 (1986), 35-49.
doi: 10.1287/inte.16.6.35. |
[33] |
E. M. Van Raaij, The strategic value of customer profitability analysis, Marketing Intelligence & Planning, 23 (2005), 372-381.
doi: 10.1108/02634500510603474. |
[34] |
Y.-M. Wang, Y. Luo and L. Liang, Ranking decision making units by imposing a minimum weight restriction in the data envelopment analysis, Journal of Computational and Applied Mathematics, 223 (2009), 469-484.
doi: 10.1016/j.cam.2008.01.022. |
[35] |
W. P. Wong and K. Y. Wong, A review on benchmarking of supply chain performance measures, Benchmarking: An International Journal, 15 (2008), 25-51. |
[36] |
Y. P. Yu, and S. Q. Cai, A new approach to customer targeting under condition of information shortage, Marketing Intelligence & Planning, 25 (2007), 343-359.
doi: 10.1108/02634500710754583. |
[37] |
V. A. Zeithaml, R. T. Rust and K. N. Lemon, The customer pyramid: Creating and serving profitable customers, California Management Review, 43 (2001), 118-142. |
[38] |
J. Zhu and W. D. Cook, "Modeling Data Irregularities and Structural Complexities in Data Envelopment Analysis," A Problem-Solving Handbook, Springer, New York, US, 2007. |
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