Introducing Busy Customer Portfolio Using Hidden Markov Model
Publish place: Iranian Journal of Management Studies، Vol: 4، Issue: 2
Publish Year: 1390
نوع سند: مقاله ژورنالی
زبان: English
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شناسه ملی سند علمی:
JR_JIJMS-4-2_006
تاریخ نمایه سازی: 7 شهریور 1402
Abstract:
Due to the effective role of Markov models in customer relationship management (CRM), there is a lack of comprehensive literature review which contains all related literatures. In this paper the focus is on academic databases to find all the articles that had been published in ۲۰۱۱ and earlier. One hundred articles were identified and reviewed to find direct relevance for applying Markov models in CRM. Forty four articles were selected and categorized on two major subclasses: articles which had used Markov chain models (MCM) in CRM and those which had applied hidden Markov models (HMM) in CRM. Findings of this paper indicate that applying HMM in CRM is approximately rare, since it contains ۲۷.۲% of the total number of published articles. To complete investigation a two-step framework has been suggested for using HMM in busy customer portfolio management. ...
Authors
Sepideh Sepideh
Post Graduate Student, Faculty of Industrial Engineering, K.N. Toosi University of Technology, Tehran, Iran
Abdollah Aaghaie
Associate Professor, Faculty of Industrial Engineering, K.N. Toosi University of Technology, Tehran, Iran