Diagnosing and Predicting Individual Customer Defection
In a contractual setting, the firm observes when the customer defects. When the service is continuous, the firm also observes each customer’s usage path over time. We model this usage rate over time as a degradation process. Defection occurs when this process reaches an absorbing boundary. We develo...
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| Main Authors: | , , , |
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| Format: | text |
| Language: | English |
| Published: |
Institutional Knowledge at Singapore Management University
2007
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| Subjects: | |
| Online Access: | https://ink.library.smu.edu.sg/lkcsb_research_smu/1 https://ink.library.smu.edu.sg/cgi/viewcontent.cgi?article=1000&context=lkcsb_research_smu |
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| Institution: | Singapore Management University |
| Language: | English |