A customer network value model based on complex network theory

Author

Liu, Rong ; Ma, Jun ; Qi, Jiayin ; Wu, Bin ; Wang, Chen

Author_Institution

Sch. of Econ. & Manage., Beijing Univ. of Posts & Telecommun., Beijing, China

fYear

2009

fDate

11-14 Oct. 2009

Firstpage

3193

Lastpage

3198

Abstract

Network value has attracted more and more attentions from scholars and enterprisers. Information through network can essentially impact everyone, while everyone in the network has the structure function to the network and may also influence others. But the contribution to the network is not the same for every one. Based on the complex network theory and customer activity, a customer network value model is proposed, which is from the influence value and existence value. Then a case study was done with the data of a city branch of China Telecom. Finally, the management application based on customer network value is proposed.

Keywords

Internet; complex networks; customer relationship management; network theory (graphs); China Telecom; Internet; complex network theory; customer network value model; Cities and towns; Complex networks; Computer network management; Computer science; Conference management; Cybernetics; Graph theory; Laboratories; Telecommunication network management; USA Councils; complex network; customer activity; customer network value;

fLanguage

English

Publisher

ieee

Conference_Titel

Systems, Man and Cybernetics, 2009. SMC 2009. IEEE International Conference on

Conference_Location

San Antonio, TX

ISSN

1062-922X

Print_ISBN

978-1-4244-2793-2

Electronic_ISBN

1062-922X

Type

conf

DOI

10.1109/ICSMC.2009.5346173

Filename

5346173