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《Journal of Zhejiang University(Engineering Science)》 2009-01
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Customer dynamic evaluation based on extended matter-element model

HAO He1,2,FENG Yi-xiong1,TAN Jian-rong1(1.Department of Mechanical Engineering and Automation,Zhejiang University,Hangzhou 310027,China;2.Department of Mechanical ad Aerospace Engineering,University of Florida,Gainesville 32611,USA)  
A dynamic customer evaluation method based on extended matter-element model was proposed aiming at the shortcomings of static,partiality and subjectivity in traditional customer evaluation methods.Three extended customer evaluation matter-element models were established based on the basic matter-element model.Extended matter-element sets and extending operation rules were defined according to the matter-element extensibility and the matter-element transformation principle.A multi-dimensional evaluation model for multi-purpose evaluation was acquired through the extending operations based on the three extended matter-element models,thus made the evaluation method more dynamic and flexible.A dynamic customer evaluation algorithm was given combining with the entropy principle.The customer's value and consumption behaviors were analyzed with an example of customer dynamic evaluation for an elevator company.The method provided an important basis for the decision-making and market forecasting for the company.
【Fund】: 国家自然科学基金资助项目(50875237 50835008);; 国家“863”高技术研究发展计划资助项目(2008AA042301 2007AA04Z190);; 国家“十一五”科技支撑计划资助项目(2006BAF01A37)
【CateGory Index】: TP399-C2
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