Research Article
Simulating Customer-to-Customer Interaction In a B2B Financial Service Business By Empirical Agent-Based Modeling
@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={3}, 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
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.
Copyright © 2015 M. Mizuno et al., licensed to EAI. This is an open access article distributed under the terms of the Creative Commons Attribution licence (http://creativecommons.org/licenses/by/3.0/), which permits unlimited use, distribution and reproduction in any medium so long as the original work is properly cited.