The DOI matches its Crossref record; 47 of the 49 references it cites were found in a registry or an index.
Improved marketing decision making in a customer churn prediction context using generalized additive models
Overview
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
Claims other papers make about this one
Each is checked against this paper’s own text: does it say what the citing paper says it does?
In the citing paper
“In the past, customer churn had occurred explicitly through contractual cancellations, however, in the modern services including Internet and retail services, frequent customer churns occur due to the low customers' investment costs [19] [20] [21] [96].”
From A Survey on Churn Analysis in Various Business Domains (2020) · cites this paper as [20]
Citations
Cites
Tabachnick, B. G., & Fidell, L. S. (1983) · Cited by 79,882
The Elements of Statistical Learning
Hastie, T., Tibshirani, R., & Friedman, J. (2009) · Springer Series in Statistics · doi:10.1007/978-0-387-84858-7 · Cited by 25,970
DeLong, E. R., DeLong, D. M., & Clarke-Pearson, D. L. (1988) · Biometrics · doi:10.2307/2531595 · Cited by 22,649
The Elements of Statistical Learning: Data Mining, Inference, and Prediction
Lu, Z. Q. J. (2010) · Journal of the Royal Statistical Society Series A (Statistics in Society) · doi:10.1111/j.1467-985x.2010.00646_6.x · Cited by 12,916
Hastie, T., & Tibshirani, R. (1986) · Statistical Science · doi:10.1214/ss/1177013604 · Cited by 12,575
An introduction to variable and feature selection
GuyonIsabelle, & ElisseeffAndré (2003) · Journal of Machine Learning Research · doi:10.5555/944919.944968 · Cited by 8,354
Koyak, R. A., Hastie, T. J., & Tibshirani, R. J. (1991) · Journal of the American Statistical Association · doi:10.2307/2290538 · Cited by 7,717
Zero defections: quality comes to services.
Reichheld, F. F., & Sasser, W. E. (1990) · PubMed · Cited by 5,373
Friedman, J. H., & Stuetzle, W. (1981) · Journal of the American Statistical Association · doi:10.1080/01621459.1981.10477729 · Cited by 2,116
Logistic Regression Using the SAS System : Theory and Application
Allison, P. D. (1999) · Cited by 2,087
Signal detection theory and ROC analysis
Egan, J. P. (1975) · Academic Press eBooks · Cited by 1,659
Switching barriers and repurchase intentions in services
Jones, M. A., Mothersbaugh, D. L., & Beatty, S. E. (2000) · Journal of Retailing · doi:10.1016/s0022-4359(00)00024-5 · Cited by 1,571 · cited 1×
“Companies realize that their existing customer database is their most valuable asset (Athanassopoulos, 2000; Jones, Mothersbaugh, & Beatty, 2000; Thomas, 2001).”
Additive Regression and Other Nonparametric Models
Stone, C. J. (1985) · The Annals of Statistics · doi:10.1214/aos/1176349548 · Cited by 1,265
The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration
Reinartz, W., & Kumar, V. (2003) · Journal of Marketing · doi:10.1509/jmkg.67.1.77.18589 · Cited by 1,170
Adaptive Control Processes: A Guided Tour
Morgenstern, D., & Bellman, R. (1962) · Econometrica · doi:10.2307/1909901 · Cited by 1,018
Generalized Additive Models: Some Applications
Hastie, T. J., & Tibshirani, R. J. (1987) · Journal of the American Statistical Association · doi:10.1080/01621459.1987.10478440 · Cited by 882
The mismanagement of customer loyalty.
Reinartz, W., & Kumar, V. (2002) · PubMed · Cited by 764
Customer Satisfaction Cues To Support Market Segmentation and Explain Switching Behavior
Athanassopoulos, A. D. (2000) · Journal of Business Research · doi:10.1016/s0148-2963(98)00060-5 · Cited by 642
Handling class imbalance in customer churn prediction
Burez, J., & den Poel, D. V. (2008) · Expert Systems with Applications · doi:10.1016/j.eswa.2008.05.027 · Cited by 590
Knowledge management and data mining for marketing
Shaw, M. J., Subramaniam, C., Tan, G. W., & Welge, M. E. (2001) · Decision Support Systems · doi:10.1016/s0167-9236(00)00123-8 · Cited by 575
Coussement, K., & den Poel, D. V. (2006) · Expert Systems with Applications · doi:10.1016/j.eswa.2006.09.038 · Cited by 453
Self-citationBuckinx, W., & den Poel, D. V. (2004) · European Journal of Operational Research · doi:10.1016/j.ejor.2003.12.010 · Cited by 450
Customer attrition analysis for financial services using proportional hazard models
den Poel, D. V., & Larivière, B. (2003) · European Journal of Operational Research · doi:10.1016/s0377-2217(03)00069-9 · Cited by 443
Hwang, H.-S., Jung, T., & Suh, E. (2003) · Expert Systems with Applications · doi:10.1016/s0957-4174(03)00133-7 · Cited by 420
Determinants of subscriber churn and customer loyalty in the Korean mobile telephony market
Kim, H.-S., & Yoon, C.-H. (2004) · Telecommunications Policy · doi:10.1016/j.telpol.2004.05.013 · Cited by 417
Bagging and Boosting Classification Trees to Predict Churn
Lemmens, A., & Croux, C. (2006) · Journal of Marketing Research · doi:10.1509/jmkr.43.2.276 · Cited by 411
Generalized Additive Models; Some Applications
Hastie, T. J., & Tibshirani, R. J. (1985) · Lecture notes in statistics · doi:10.1007/978-1-4615-7070-7_8 · Cited by 407
Kumar, N., Scheer, L. K., & Steenkamp, J. E. M. (1998) · Journal of Marketing Research · doi:10.2307/3151850 · Cited by 342
A Methodology for Linking Customer Acquisition to Customer Retention
Thomas, J. S. (2001) · Journal of Marketing Research · doi:10.1509/jmkr.38.2.262.18848 · Cited by 319
Competitive One-to-One Promotions
Shaffer, G., & Zhang, Z. J. (2002) · Management Science · doi:10.1287/mnsc.48.9.1143.172 · Cited by 292
Binary Response Models: Logits, Probits and Semiparametrics
Horowitz, J. L., & Savin, N. E. (2001) · The Journal of Economic Perspectives · doi:10.1257/jep.15.4.43 · Cited by 262
Burez, J., & den Poel, D. V. (2006) · Expert Systems with Applications · doi:10.1016/j.eswa.2005.11.037 · Cited by 250
Hastie, T. J., & Tibshirani, R. J. (2004) · Encyclopedia of Statistical Sciences · doi:10.1002/0471667196.ess0297 · Cited by 196
Teo, T. S. H., Devadoss, P., & Pan, S. L. (2006) · Decision Support Systems · doi:10.1016/j.dss.2006.01.007 · Cited by 167
Anderson, J. A. (1982) · Handbook of statistics · doi:10.1016/s0169-7161(82)02010-0 · Cited by 149
Coussement, K., & den Poel, D. V. (2008) · Expert Systems with Applications · doi:10.1016/j.eswa.2008.07.021 · Cited by 146
Self-citationCoussement, K., & den Poel, D. V. (2008) · RePEc: Research Papers in Economics · Cited by 123
Self-citationEstimating Irregular Pricing Effects: A Stochastic Spline Regression Approach
Kalyanam, K., & Shively, T. S. (1998) · Journal of Marketing Research · doi:10.1177/002224379803500104 · Cited by 114
Toward a successful CRM: variable selection, sampling, and ensemble
Yongseog Kim, A. (2004) · Decision Support Systems · doi:10.1016/j.dss.2004.09.008 · Cited by 102
Lee, C., Wu, D., Lee, J., Wu, I., Goan, Y., Kao, E., Huang, H., Chan, T., Chou, S., Chou, Y., et al. (2007) · European Journal of Cancer · doi:10.1016/j.ejca.2007.01.039 · Cited by 99
The Customer Concept: The Basis for a New Marketing Paradigm
Hoekstra, J. C., Leeflang, P. S. H., & Wittink, D. R. (1999) · Journal of Market-Focused Management · doi:10.1023/a:1009856028285 · Cited by 80
Identifying issues in customer relationship management at merck-medco
Torkzadeh, G., Chang, J. C.-J., & Hansen, G. W. (2006) · Decision Support Systems · doi:10.1016/j.dss.2005.10.003 · Cited by 56
Evaluation of prediction models for marketing campaigns
Rosset, S., Neuman, E., Eick, U., Vatnik, N., & Idan, I. (2001) · ACM SIGKDD Conference on Knowledge Discovery and Data Mining (KDD) · doi:10.1145/502512.502581 · Cited by 37
Benders decomposition applied to multi-commodity, multi-mode distribution planning
Çakır, O. (2008) · Expert Systems with Applications · doi:10.1016/j.eswa.2008.10.037 · Cited by 37
Jowett, I. G., Parkyn, S. M., & Richardson, J. (2007) · Hydrobiologia · doi:10.1007/s10750-007-9108-z · Cited by 36
A Nonparametric Approach to Identifying Latent Relationships in Hierarchical Models
Shively, T. S., Allenby, G. M., & Kohn, R. (2000) · Marketing Science · doi:10.1287/mksc.19.2.149.11807 · Cited by 21
(2006) · Studies in computational intelligence · doi:10.1007/978-3-540-34351-6_9 · Cited by 7
Cited by
Sorted by citations
Machine-Learning Techniques for Customer Retention: A Comparative Study
Sahar, F. N. (2018) · International Journal of Advanced Computer Science and Applications · doi:10.14569/ijacsa.2018.090238 · Cited by 173
Coussement, K., & Bock, K. W. D. (2013) · Journal of Business Research · doi:10.1016/j.jbusres.2012.12.008 · Cited by 158
Self-citationAn empirical evaluation of rotation-based ensemble classifiers for customer churn prediction
Bock, K. W. D., & den Poel, D. V. (2011) · Expert Systems with Applications · doi:10.1016/j.eswa.2011.04.007 · Cited by 133
Coussement, K., Phan, M., De Caigny, A., Benoit, D. F., & Raes, A. (2020) · Decision Support Systems · doi:10.1016/j.dss.2020.113325 · Cited by 125
Self-citationA Survey on Churn Analysis in Various Business Domains
Ahn, J., Hwang, J., Kim, D., Choi, H., & Kang, S. (2020) · IEEE Access · doi:10.1109/access.2020.3042657 · Cited by 108
Metadata
- Authors
- Coussement, K., Benoit, D. F., & Van den Poel, D.
- Affiliations
- Ghent University (BE)
- Corresponding author
- Coussement, Kristof
- Venue
- Expert Systems with Applications
- Publisher
- Elsevier BV
- Published
- 2010-03-15
- Volume
- 37
- Issue
- 3
- Pages
- 2132-2143
- ISSN
- 0957-4174 (ISSN-L)
- OpenAlex
- W2075364988
- Cited by
- 117
- References
- 49
- Citations by year
- 2026: 3 · 2025: 4 · 2024: 3 · 2023: 5 · 2022: 11 · 2021: 13 · 2020: 9 · 2019: 7 · 2018: 8 · 2017: 7 · 2016: 3 · 2015: 8 · 2014: 5 · 2013: 11 · 2012: 9
- FWCI
- 20.74
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Expert Systems with Applications (publishedVersion)
- RePEc: Research Papers in Economics (submittedVersion)
- HAL (submittedVersion)
- Ghent University Academic Bibliography (Ghent University) (submittedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Marketing › Customer churn and segmentation
- Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
- Physical Sciences › Computer Science › Information Systems › Data Mining and Machine Learning Applications
- Keywords
- customer churn prediction, generalized additive models, marketing decision-making, customer relationship management, nonlinear relationship, model interpretability, risk identification, logistic regression comparison, business value
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review