Customer satisfaction analysis: identification of key drivers.

DOI10.1016/S0377-2217(02)00877-9zbMath1053.90073OpenAlexW2137942590MaRDI QIDQ1420469

Stan Lipovetsky, Michael Conklin, Ken Powaga

Publication date: 2 February 2004

Published in: European Journal of Operational Research (Search for Journal in Brave)

Full work available at URL: https://doi.org/10.1016/s0377-2217(02)00877-9

zbMATH Keywords

Shapley valueCooperative gamesCustomer satisfactionAttributable riskKano theory

Mathematics Subject Classification ID

Cooperative games (91A12) Marketing, advertising (90B60)

Related Items (8)

Measuring the relevance of factors in the occurrences of events ⋮ A cooperative value in a multiplicative model ⋮ SURF — STRUCTURAL UNDUPLICATED REACH AND FREQUENCY: LATENT CLASS TURF AND SHAPLEY VALUE ANALYSES ⋮ Double logistic curve in regression modeling ⋮ Regression games ⋮ Predictor relative importance and matching regression parameters ⋮ Do not adjust coefficients in Shapley value regression ⋮ Antagonistic and bargaining games in optimal marketing decisions

Cites Work

• Axioms for the Shapley value on convex geometries
• The Shapley value on convex geometries
• On axiomatizations of the weighted Shapley values
• Measures of Association for Cross Classifications. II: Further Discussion and References
• Potential, Value, and Consistency
• The Estimation and Interpretation of Attributable Risk in Health Research
• Measures of Association for Cross Classifications
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