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dc.contributor.authorHeitz, Christoph-
dc.contributor.authorRuckstuhl, Andreas-
dc.contributor.authorDettling, Marcel-
dc.date.accessioned2018-03-28T14:28:05Z-
dc.date.available2018-03-28T14:28:05Z-
dc.date.issued2010-
dc.identifier.isbn978-3-642-14318-2de_CH
dc.identifier.issn1865-1348de_CH
dc.identifier.urihttps://digitalcollection.zhaw.ch/handle/11475/4402-
dc.description.abstractWe analyze the problem of calculating the customer lifetime value (CLV) under contract structures that have an impact on customer dynamics. Typical examples are minimum contract durations, or fixed time points for contract cancellation. We show that classical Markov Chain models are not appropriate and may lead to large errors in the CLV. We propose a Semi-Markov formulation which leads to substantially better results.de_CH
dc.language.isoende_CH
dc.publisherSpringerde_CH
dc.relation.ispartofseriesLecture notes in business information processingde_CH
dc.rightsLicence according to publishing contractde_CH
dc.subjectCustomer lifetime valuede_CH
dc.subjectMarketingde_CH
dc.subjectMarkov chain modelsde_CH
dc.subjectSemi-Markov modelsde_CH
dc.subject.ddc658.8: Marketingmanagementde_CH
dc.titleCustomer lifetime value under complex contract structuresde_CH
dc.typeKonferenz: Paperde_CH
dcterms.typeTextde_CH
zhaw.departementSchool of Engineeringde_CH
zhaw.organisationalunitInstitut für Datenanalyse und Prozessdesign (IDP)de_CH
zhaw.publisher.placeBerlinde_CH
dc.identifier.doi10.1007/978-3-642-14319-9_24de_CH
zhaw.conference.detailsFirst International Conference (IESS 2010) Geneva, Switzerland, 17-19 February 2010de_CH
zhaw.funding.euNode_CH
zhaw.originated.zhawYesde_CH
zhaw.pages.end281de_CH
zhaw.pages.start276de_CH
zhaw.parentwork.editorMorin, Jean-Henry-
zhaw.parentwork.editorRalyté, Jolita-
zhaw.parentwork.editorSnene, Mehdi-
zhaw.publication.statuspublishedVersionde_CH
zhaw.series.number53de_CH
zhaw.publication.reviewPeer review (Publikation)de_CH
zhaw.title.proceedingsExploring services science : first international conference, IESS 2010, Geneva, Switzerland, february 17-19, 2010 - revised papersde_CH
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Heitz, C., Ruckstuhl, A., & Dettling, M. (2010). Customer lifetime value under complex contract structures [Conference paper]. In J.-H. Morin, J. Ralyté, & M. Snene (Eds.), Exploring services science : first international conference, IESS 2010, Geneva, Switzerland, february 17-19, 2010 - revised papers (pp. 276–281). Springer. https://doi.org/10.1007/978-3-642-14319-9_24
Heitz, C., Ruckstuhl, A. and Dettling, M. (2010) ‘Customer lifetime value under complex contract structures’, in J.-H. Morin, J. Ralyté, and M. Snene (eds) Exploring services science : first international conference, IESS 2010, Geneva, Switzerland, february 17-19, 2010 - revised papers. Berlin: Springer, pp. 276–281. Available at: https://doi.org/10.1007/978-3-642-14319-9_24.
C. Heitz, A. Ruckstuhl, and M. Dettling, “Customer lifetime value under complex contract structures,” in Exploring services science : first international conference, IESS 2010, Geneva, Switzerland, february 17-19, 2010 - revised papers, 2010, pp. 276–281. doi: 10.1007/978-3-642-14319-9_24.
HEITZ, Christoph, Andreas RUCKSTUHL und Marcel DETTLING, 2010. Customer lifetime value under complex contract structures. In: Jean-Henry MORIN, Jolita RALYTÉ und Mehdi SNENE (Hrsg.), Exploring services science : first international conference, IESS 2010, Geneva, Switzerland, february 17-19, 2010 - revised papers. Conference paper. Berlin: Springer. 2010. S. 276–281. ISBN 978-3-642-14318-2
Heitz, Christoph, Andreas Ruckstuhl, and Marcel Dettling. 2010. “Customer Lifetime Value under Complex Contract Structures.” Conference paper. In Exploring Services Science : First International Conference, IESS 2010, Geneva, Switzerland, February 17-19, 2010 - Revised Papers, edited by Jean-Henry Morin, Jolita Ralyté, and Mehdi Snene, 276–81. Berlin: Springer. https://doi.org/10.1007/978-3-642-14319-9_24.
Heitz, Christoph, et al. “Customer Lifetime Value under Complex Contract Structures.” Exploring Services Science : First International Conference, IESS 2010, Geneva, Switzerland, February 17-19, 2010 - Revised Papers, edited by Jean-Henry Morin et al., Springer, 2010, pp. 276–81, https://doi.org/10.1007/978-3-642-14319-9_24.


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