Service Mining

Chapter 2

Mining Customer Value on Services

This chapter introduces the way of predicting customer value on services from the accounting perspective. The method of prediction of customer value is through a modeling approach. This chapter covers the method (modeling), scope (service management), and domain (electronic services) as given in Figure 1.3. In this chapter, service mining is used to help enterprises estimate and predict the customer value on services.

Recently, companies have changed their focus from product-oriented approach within marketing (1960s) to demand-oriented approach within quality improvement (1980s) to an emphasis on customer services, customer loyalty, and customer profitability such that customers drive future strategies ...