摘要
介绍了应用博弈论和危险分析的方法鉴定顾客对产品和服务不满意的关键因素和能够使顾客愉悦的关键因素,通过一组来自实际的数据及鉴定过程,证实了沙普利值法和归因危险度分析在制订最优市场战略中的理论及实用的优势。
Shapley value and attributable risk techniques are employed to identify key drivers for cstomer satisfaction. This paper dermonstrates the theoretical and practical advantages of Shapley value and attributable risk concepts for making optimal marketing strategies by means of a set of data and identification processes.
出处
《工业工程》
2006年第3期107-111,共5页
Industrial Engineering Journal
关键词
顾客满意
联盟
沙普利值
归因危险度
customer satisfaction
coalition
Shapley value
attributable risk
