Customer satisfaction continues to be an important topic in the financial services industry. However, there is an increasing awareness that customer satisfaction as such is not enough. Distinguishes between overall satisfied customers and latently dissatisfied customers; the latter being those...

Road safety has recently become a major concern in most modern societies. The identification of sites that are more dangerous than others (black spots) can help in better scheduling road safety policies. This paper proposes a methodology for ranking sites according to their level of hazard. The...

Purpose The purpose of this paper is to provide a customer lifetime value (CLV) model to carefully assess and classify banking customers using individual measures and covering customers’ relationships with a portfolio of products of the company. Design/methodology/approach The proposed model...