Analysis of customer churn behavior in digital libraries

Purpose – The purpose of this paper is to discuss issues related to customer churn behavior in digital libraries (DLs) and demonstrate the successful application of Survival Analysis for understanding customer churn status and relationship duration distribution between customers and libraries. Desig...

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Veröffentlicht in:	Program : electronic library and information systems 2014-08, Vol.48 (4), p.370-382
Hauptverfasser:	Lai, Yuangen, Zeng, Jianxun
Format:	Artikel
Sprache:	eng
Schlagworte:	Academic Libraries Behavior Comparative Analysis Customer retention Customer satisfaction Customer services Customers Data Analysis Data mining Decision making Digital libraries Digital systems Electronic Libraries Empirical analysis Engineering Exact sciences and technology Information and communication sciences Information science. Documentation Information Seeking Information seeking behavior Information Services Librarianship/library management Libraries Library & information science Library and information science. General aspects Library collections Library technology Networks Neural networks Operation support systems Probability Quality Control Random variables Regression (Statistics) Sciences and techniques of general use Segmentation Software engineering Statistical methods Studies Survival Survival analysis Telecommunications Unit Costs Websites
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