id	author	title	date	pages	extension	mime	words	sentences	flesch	summary	cache	txt
work_e45ah6d3gffmzaq4ar5j4tdvua	B LARIVIERE	Investigating the post-complaint period by means of survival analysis	2005	3	.pdf	application/pdf	1569	94	45	Investigating the post-complaint period by means of survival analysis Investigating the post-complaint period by means of survival analysis handling on actual customer behavior throughout the time, whereas previous research has mainly focused on time-invariant or intentional Survival analysis techniques are used to investigate the longitudinal behavior of complainants after their problem recovery. Survival forests enable us to explore the evolution over time of the effects of the covariates under investigation. likely to influence customers' future behavior and (iii) survival forests are a helpful tool to investigate the impact of complaint handling on future customer behavior, since its components provide evidence of changing effects over time. Keywords: Data mining; Customer relationship management; Consumer complaint behavior; Actual customer behavior; Proportionality; Survival forests complaint handling on customers' actual behavior instead complaint data with complainants' behavioral information complaint handling varies over time by means of survival complaint handling components on the customers' next-buy	./cache/work_e45ah6d3gffmzaq4ar5j4tdvua.pdf	./txt/work_e45ah6d3gffmzaq4ar5j4tdvua.txt