EAI Endorsed Transactions on Serious Games 16(8): e1

Research Article

Simulating Customer-to-Customer Interaction In a B2B Financial Service Business By Empirical Agent-Based Modeling

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  • @ARTICLE{10.4108/eai.3-12-2015.2262497,
        author={Makoto Mizuno and Keiko Toya and Kana Ozawa and Yutaro Nemoto and Shintaro Tanno and Kohei Arai and Keisuke Oura and Akira Ishii and Takaaki Ohnishi},
        title={Simulating Customer-to-Customer Interaction In a B2B Financial Service Business  By Empirical Agent-Based Modeling},
        journal={EAI Endorsed Transactions on Serious Games},
        volume={16},
        number={8},
        publisher={ACM},
        journal_a={SG},
        year={2016},
        month={5},
        keywords={simulation, agent-based modeling, customer lifetime value, customer satisfaction, social interaction},
        doi={10.4108/eai.3-12-2015.2262497}
    }
    
  • Makoto Mizuno
    Keiko Toya
    Kana Ozawa
    Yutaro Nemoto
    Shintaro Tanno
    Kohei Arai
    Keisuke Oura
    Akira Ishii
    Takaaki Ohnishi
    Year: 2016
    Simulating Customer-to-Customer Interaction In a B2B Financial Service Business By Empirical Agent-Based Modeling
    SG
    EAI
    DOI: 10.4108/eai.3-12-2015.2262497
Makoto Mizuno1,*, Keiko Toya1, Kana Ozawa2, Yutaro Nemoto3, Shintaro Tanno4, Kohei Arai5, Keisuke Oura6, Akira Ishii7, Takaaki Ohnishi8
  • 1: Meiji University
  • 2: Ryutsu Keizai University
  • 3: Tokyo Metropolitan University
  • 4: AIST
  • 5: Gunma University
  • 6: Shiga University
  • 7: Tottori University
  • 8: University of Tokyo
*Contact email: makmizuno@gmail.com

Abstract

Service research has emphasized triad relationships between a firm, employees and customers. To coordinate these stakeholders effectively, it is highly important to understand what service activities are beneficial to all or some of these stakeholders. Yet, the recent increase in C2C interaction may make the problem more complex. This study proposes a methodology combining statistical techniques and agent-based modeling, which makes it possible to assess the joint impact of each service value and C2C interaction on the payoffs.