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An E-Commerce Decision Support System Design for Web Customer Retention
BibTeX
@MISC{Olson_ane-commerce,
author = {David L. Olson and Sebastian Elbaum and Steve Goddard and Fred Choobineh},
title = {An E-Commerce Decision Support System Design for Web Customer Retention},
year = {}
}
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Abstract
An advantage of E-commerce is the reduced cost in conducting transactions. However, a significant disadvantage is that many sales are lost that would not have been had the transaction been conducted person-to-person. The reasons for their early departure vary from poor quality of service, inability to find the desired product, to non-competitive prices. In the proposed system, the broker detects customer behavior indicating imminent departure, which triggers an update of the client’s web page being displayed by the browser to maximize the likelihood of retaining the customer. The proposed system includes the idea of an E-commerce broker to improve customer retention and to increase the profitability of sales. The broker sits between the client and the web server, acting as an intermediate agent that monitors the customer’s behavior on the client side and notifies the server when the customer takes some action that may precede early departure form the site. In conjunction with on-line customer activity monitoring, a customer value model will be built for each customer with the intent of identifying site products most likely to be wanted by that customer. 1.
Keyphrases
e-commerce decision support system design web customer retention proposed system customer behavior early departure imminent departure non-competitive price intermediate agent desired product many sale on-line customer activity monitoring poor quality site product significant disadvantage customer retention web server early departure vary e-commerce broker client side client web page reduced cost customer value model
