Study on the Model of Individual Customer Retention in Consumer Durables Market Considering Service Input

Abstract:

Focusing on the consumer durables market, a model of individual customer retention is built based on cross-selling and utility theory considering service input. The problem of how to choose an optimal service input and corresponding retention strategy in the consumer durables market is solved by analyzing and solving of the proposed model. The validity of the model is subsequently verified through further discussion of its effect on decision making.

• Periodical: Advanced Materials Research (Volumes 403-408)
• Pages: 389-393
• DOI: https://doi.org/10.4028/www.scientific.net/AMR.403-408.389
• Online since: November 2011
• Authors: Xu Mei Zhang, Xiang Yu Liu, Jun Li, Jie Tong
• Keywords: Consumer Durables, Cross-Selling, Individual Customer Retention, Service Input, Utility Theory

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