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Social Network Analysis in Telecommunications

Social Network Analysis in Telecommunications

by Carlos Andre Reis Pinheiro
Publisher: John Wiley & Sons
Release Date: May 2011
ISBN: 9781118010952
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Book Description

A timely look at effective use of social network analysis within the telecommunications industry to boost customer relationships

The key to any successful company is the relationship that it builds with its customers. This book shows how social network analysis, analytics, and marketing knowledge can be combined to create a positive customer experience within the telecommunications industry.

  • Reveals how telecommunications companies can effectively enhance their relationships with customers

  • Provides the groundwork for defining social network analysis

  • Defines the tools that can be used to address social network problems

A must-read for any professionals eager to distinguish their products in the marketplace, this book shows you how to get it done right, with social network analysis.

Table of Contents

  1. Cover
  2. Series page
  3. Title page
  4. Copyright page
  5. Dedication
  6. Foreword
    1. SOME PEOPLE ARE SPECIAL
    2. THE CONNECTOR WHO CHANGED THE COURSE OF HISTORY
    3. COMMUNICATIONS SERVICE PROVIDERS AND THE TIPPING POINT
    4. THE ROLE OF MAVENS IN SOCIAL NETWORKS
  7. Preface
  8. Acknowledgments
  9. Part I: Foundation of Social Network Analysis
    1. CHAPTER 1 An Introduction to Social Network Analysis
      1. EVOLUTION OF SOCIAL NETWORK ANALYSIS
      2. BUILDING SOCIAL NETWORKS BASED ON NODES AND LINKS
      3. INFLUENCE
      4. STRUCTURES OF SOCIAL NETWORKS
      5. ANALYSES APPROACH FOR SOCIAL NETWORKS
      6. GRAPH THEORY AND SOCIAL NETWORK ANALYSIS
      7. STATISTICS AND SOCIAL NETWORK ANALYSIS
      8. SUMMARY
    2. CHAPTER 2 Formal Methods for Network Analysis
      1. A GRAPHICAL APPROACH FOR SOCIAL NETWORK ANALYSIS
      2. LEVELS OF MEASUREMENT FOR SOCIAL RELATIONS
      3. SUMMARY
    3. CHAPTER 3 Theoretical Foundation
      1. TYPE OF DATA FOR SOCIAL NETWORK ANALYSIS
      2. IDENTIFYING NODES AND LINKS WITHIN SOCIAL NETWORKS
      3. MODALITY AND LEVELS OF ANALYSIS
      4. CORRELATING NODES WITHIN THE NETWORK
      5. SCALES OF MEASUREMENT
      6. SUMMARY
    4. CHAPTER 4 Measures of Power and Influence
      1. TYPES OF NETWORKS
      2. MEASURING POWER BY DEGREE CENTRALITY
      3. ADDITIONAL LEVELS FOR THE DEGREE OF CENTRALITY
      4. MEASURING POWER BY CLOSENESS CENTRALITY
      5. EIGENVECTOR
      6. MEASURING THE POWER BY BETWEENNESS CENTRALITY
      7. SUMMARY
  10. Part II: Social Network Analysis Case Study
    1. CHAPTER 5 Telecommunications Environment
      1. NEW CHALLENGES IN THE TELECOMMUNICATIONS MARKET
      2. SOCIAL NETWORKS IN THE TELECOMMUNICATIONS ENVIRONMENT
      3. TRADITIONAL PREDICTIVE MODELS BASED ON ARTIFICIAL NEURAL NETWORKS
      4. COMBINED MODELING APPROACH
      5. FEASIBLE ACTION PLAN BASED ON THE COMBINED APPROACH
      6. BENEFITS FROM THE COMBINED MODELING APPROACH
      7. SUMMARY
    2. CHAPTER 6 Social Network Modeling
      1. CUSTOMER-INFLUENCE FACTOR MODELING
      2. DATA EXTRACTION PROCESS FOR SOCIAL NETWORK ANALYSIS MODELING
      3. DATA PREPARATION PROCESS FOR SOCIAL NETWORK ANALYSIS MODELING
      4. COMPUTING THE BASIC SOCIAL NETWORK MEASURES
      5. COMPUTING THE CUSTOMER-INFLUENCE FACTOR
      6. ADJUSTING THE INFLUENCE FACTOR ACCORDING TO PAST EVENTS
      7. SUMMARY
    3. CHAPTER 7 Assessing the Social Network Model
      1. ASSESSING THE CUSTOMER-INFLUENCE FACTOR DUE TO BUSINESS EVENTS
      2. PLOTTING THE SOCIAL NETWORK
      3. ESTABLISHING THE DISTANCE FOR CUSTOMERS BASED ON SIMILARITY
      4. SUMMARY
    4. CHAPTER 8 Evaluating the Business Results
      1. CORRELATION BETWEEN CUSTOMER INFLUENCE AND PAST EVENTS OF CHURN
      2. CORRELATION BETWEEN CUSTOMER INFLUENCE AND PAST EVENTS OF BUNDLE DIFFUSION
      3. THE SOCIAL NETWORK’S EVOLUTION IN A CHAIN PROCESS PERSPECTIVE USING BUSINESS EVENTS
      4. THE BUNDLE DIFFUSION PROCESS ANALYZED OVER TIME
      5. ENHANCED DATA ANALYSIS VISUALIZATION
      6. GEOGRAPHIC VISUALIZATION ANALYSIS
      7. SUMMARY
    5. CHAPTER 9 Final Remarks for the Case Study
      1. PRODUCTS AND SERVICE CHOICE
      2. FURTHER INFERENCES AND FUTURE WORKS
      3. SUMMARY
  11. Part III: SAS Capabilities for Social Network Analysis
    1. CHAPTER 10 Basic Statistics
      1. DESCRIPTIVE ANALYSIS
      2. GROUPING BASED ON RELATIONSHIP SIMILARITIES
      3. SUMMARY
    2. CHAPTER 11 Overview of the Link Analysis Node
      1. DEFINING NODES AND LINKS
      2. USING LINK ANALYSIS MACROS TO CALCULATE THE NETWORK MEASURES
      3. CENTRALITY MEASURES
      4. RESULT ANALYSIS
      5. SUMMARY
    3. CHAPTER 12 Visualization Capabilities for Social Network Analysis
      1. NETWORK VISUALIZATION WORKSHOP
      2. NETWORK GRAPHS
      3. DS2CONST MACRO
      4. SUMMARY
    4. CHAPTER 13 A Note about OPTGRAPH
      1. RECOGNIZING GROUPS INSIDE A NETWORK
      2. INDIVIDUAL MEASURES FOR THE NETWORK
      3. SUMMARY
  12. Bibliography
  13. About the Author
  14. Index