{"id":"https://openalex.org/W2473867694","doi":"https://doi.org/10.1108/imds-10-2015-0410","title":"A hybrid multi-criteria decision model for supporting customer-focused profitability analysis","display_name":"A hybrid multi-criteria decision model for supporting customer-focused profitability analysis","publication_year":2016,"publication_date":"2016-06-29","ids":{"openalex":"https://openalex.org/W2473867694","doi":"https://doi.org/10.1108/imds-10-2015-0410","mag":"2473867694"},"language":"en","primary_location":{"id":"doi:10.1108/imds-10-2015-0410","is_oa":false,"landing_page_url":"https://doi.org/10.1108/imds-10-2015-0410","pdf_url":null,"source":{"id":"https://openalex.org/S37320504","display_name":"Industrial Management & Data Systems","issn_l":"0263-5577","issn":["0263-5577","1758-5783"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Industrial Management &amp; Data Systems","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5110296017","display_name":"Henry Y.K. Lau","orcid":null},"institutions":[{"id":"https://openalex.org/I63525965","display_name":"Western Sydney University","ror":"https://ror.org/03t52dk35","country_code":"AU","type":"education","lineage":["https://openalex.org/I63525965"]}],"countries":["AU"],"is_corresponding":true,"raw_author_name":"Henry Lau","raw_affiliation_strings":["School of Business,The University of Western Sydney,Penrith, Australia"],"affiliations":[{"raw_affiliation_string":"School of Business,The University of Western Sydney,Penrith, Australia","institution_ids":["https://openalex.org/I63525965"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5059111744","display_name":"Dilupa Nakandala","orcid":"https://orcid.org/0000-0003-1535-5288"},"institutions":[{"id":"https://openalex.org/I63525965","display_name":"Western Sydney University","ror":"https://ror.org/03t52dk35","country_code":"AU","type":"education","lineage":["https://openalex.org/I63525965"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Dilupa Nakandala","raw_affiliation_strings":["School of Business,The University of Western Sydney,Penrith, Australia"],"affiliations":[{"raw_affiliation_string":"School of Business,The University of Western Sydney,Penrith, Australia","institution_ids":["https://openalex.org/I63525965"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5006860169","display_name":"Premaratne Samaranayake","orcid":"https://orcid.org/0000-0002-6253-7976"},"institutions":[{"id":"https://openalex.org/I63525965","display_name":"Western Sydney University","ror":"https://ror.org/03t52dk35","country_code":"AU","type":"education","lineage":["https://openalex.org/I63525965"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Premaratne Samaranayake","raw_affiliation_strings":["School of Business,The University of Western Sydney,Penrith, Australia"],"affiliations":[{"raw_affiliation_string":"School of Business,The University of Western Sydney,Penrith, Australia","institution_ids":["https://openalex.org/I63525965"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5045940831","display_name":"Paul Shum","orcid":"https://orcid.org/0000-0001-6218-0172"},"institutions":[{"id":"https://openalex.org/I63525965","display_name":"Western Sydney University","ror":"https://ror.org/03t52dk35","country_code":"AU","type":"education","lineage":["https://openalex.org/I63525965"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Paul Shum","raw_affiliation_strings":["School of Business,The University of Western Sydney,Penrith, Australia"],"affiliations":[{"raw_affiliation_string":"School of Business,The University of Western Sydney,Penrith, Australia","institution_ids":["https://openalex.org/I63525965"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5110296017"],"corresponding_institution_ids":["https://openalex.org/I63525965"],"apc_list":null,"apc_paid":null,"fwci":2.63980223,"has_fulltext":false,"cited_by_count":22,"citation_normalized_percentile":{"value":0.91768157,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"116","issue":"6","first_page":"1105","last_page":"1130"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.9957000017166138,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9954000115394592,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/profitability-index","display_name":"Profitability index","score":0.6994425058364868},{"id":"https://openalex.org/keywords/customer-lifetime-value","display_name":"Customer lifetime value","score":0.5869959592819214},{"id":"https://openalex.org/keywords/topsis","display_name":"TOPSIS","score":0.54796302318573},{"id":"https://openalex.org/keywords/market-segmentation","display_name":"Market segmentation","score":0.5260964632034302},{"id":"https://openalex.org/keywords/return-on-investment","display_name":"Return on investment","score":0.5063382387161255},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.4951569139957428},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.4629422426223755},{"id":"https://openalex.org/keywords/schedule","display_name":"Schedule","score":0.45052370429039},{"id":"https://openalex.org/keywords/customer-profitability","display_name":"Customer profitability","score":0.41890233755111694},{"id":"https://openalex.org/keywords/customer-advocacy","display_name":"Customer advocacy","score":0.41473865509033203},{"id":"https://openalex.org/keywords/analytic-hierarchy-process","display_name":"Analytic hierarchy process","score":0.41322600841522217},{"id":"https://openalex.org/keywords/operations-research","display_name":"Operations research","score":0.4039931893348694},{"id":"https://openalex.org/keywords/profit","display_name":"Profit (economics)","score":0.4000704884529114},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.3780885636806488},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.3696307837963104},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.29221034049987793},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.13894414901733398},{"id":"https://openalex.org/keywords/economics","display_name":"Economics","score":0.10811454057693481},{"id":"https://openalex.org/keywords/finance","display_name":"Finance","score":0.0883965790271759}],"concepts":[{"id":"https://openalex.org/C129361004","wikidata":"https://www.wikidata.org/wiki/Q2470236","display_name":"Profitability index","level":2,"score":0.6994425058364868},{"id":"https://openalex.org/C130721881","wikidata":"https://www.wikidata.org/wiki/Q1146253","display_name":"Customer lifetime value","level":5,"score":0.5869959592819214},{"id":"https://openalex.org/C51566761","wikidata":"https://www.wikidata.org/wiki/Q1235853","display_name":"TOPSIS","level":2,"score":0.54796302318573},{"id":"https://openalex.org/C125308379","wikidata":"https://www.wikidata.org/wiki/Q363057","display_name":"Market segmentation","level":2,"score":0.5260964632034302},{"id":"https://openalex.org/C169549615","wikidata":"https://www.wikidata.org/wiki/Q939134","display_name":"Return on investment","level":3,"score":0.5063382387161255},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4951569139957428},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.4629422426223755},{"id":"https://openalex.org/C68387754","wikidata":"https://www.wikidata.org/wiki/Q7271585","display_name":"Schedule","level":2,"score":0.45052370429039},{"id":"https://openalex.org/C53878828","wikidata":"https://www.wikidata.org/wiki/Q5196468","display_name":"Customer profitability","level":5,"score":0.41890233755111694},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.41473865509033203},{"id":"https://openalex.org/C87345402","wikidata":"https://www.wikidata.org/wiki/Q485202","display_name":"Analytic hierarchy process","level":2,"score":0.41322600841522217},{"id":"https://openalex.org/C42475967","wikidata":"https://www.wikidata.org/wiki/Q194292","display_name":"Operations research","level":1,"score":0.4039931893348694},{"id":"https://openalex.org/C181622380","wikidata":"https://www.wikidata.org/wiki/Q26911","display_name":"Profit (economics)","level":2,"score":0.4000704884529114},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3780885636806488},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3696307837963104},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.29221034049987793},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.13894414901733398},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.10811454057693481},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.0883965790271759},{"id":"https://openalex.org/C175444787","wikidata":"https://www.wikidata.org/wiki/Q39072","display_name":"Microeconomics","level":1,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/imds-10-2015-0410","is_oa":false,"landing_page_url":"https://doi.org/10.1108/imds-10-2015-0410","pdf_url":null,"source":{"id":"https://openalex.org/S37320504","display_name":"Industrial Management & Data Systems","issn_l":"0263-5577","issn":["0263-5577","1758-5783"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Industrial Management &amp; Data Systems","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.4399999976158142,"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":74,"referenced_works":["https://openalex.org/W38708963","https://openalex.org/W251289926","https://openalex.org/W1079222255","https://openalex.org/W1524771255","https://openalex.org/W1549447203","https://openalex.org/W1563999187","https://openalex.org/W1580207105","https://openalex.org/W1592437846","https://openalex.org/W1853967863","https://openalex.org/W1965685521","https://openalex.org/W1966257138","https://openalex.org/W1966599906","https://openalex.org/W1972591816","https://openalex.org/W1973965508","https://openalex.org/W1975733460","https://openalex.org/W1977666658","https://openalex.org/W1978717398","https://openalex.org/W1982037534","https://openalex.org/W1982115278","https://openalex.org/W1982822956","https://openalex.org/W1987090924","https://openalex.org/W1987776546","https://openalex.org/W1988513720","https://openalex.org/W1989386272","https://openalex.org/W1999978037","https://openalex.org/W2003310503","https://openalex.org/W2003770055","https://openalex.org/W2004698524","https://openalex.org/W2005481082","https://openalex.org/W2008128519","https://openalex.org/W2009788305","https://openalex.org/W2012523213","https://openalex.org/W2015254738","https://openalex.org/W2018942726","https://openalex.org/W2030483771","https://openalex.org/W2039592855","https://openalex.org/W2059536960","https://openalex.org/W2066434428","https://openalex.org/W2079007181","https://openalex.org/W2080276744","https://openalex.org/W2081547566","https://openalex.org/W2084674986","https://openalex.org/W2091683306","https://openalex.org/W2097509383","https://openalex.org/W2103294976","https://openalex.org/W2103686707","https://openalex.org/W2104636338","https://openalex.org/W2104944399","https://openalex.org/W2108106979","https://openalex.org/W2109656071","https://openalex.org/W2114354501","https://openalex.org/W2127624016","https://openalex.org/W2130505148","https://openalex.org/W2131490746","https://openalex.org/W2137247419","https://openalex.org/W2138123110","https://openalex.org/W2144294300","https://openalex.org/W2145251909","https://openalex.org/W2147680910","https://openalex.org/W2161439160","https://openalex.org/W2163718798","https://openalex.org/W2168936936","https://openalex.org/W2315084850","https://openalex.org/W2506768821","https://openalex.org/W2914121476","https://openalex.org/W3099802059","https://openalex.org/W3123600961","https://openalex.org/W4232654400","https://openalex.org/W4234170635","https://openalex.org/W4238240094","https://openalex.org/W4253262538","https://openalex.org/W6635636124","https://openalex.org/W6651381808","https://openalex.org/W6679356916"],"related_works":["https://openalex.org/W2761950031","https://openalex.org/W4205797001","https://openalex.org/W649756595","https://openalex.org/W1878817531","https://openalex.org/W2364423653","https://openalex.org/W213609788","https://openalex.org/W2254653418","https://openalex.org/W2365075917","https://openalex.org/W2993325324","https://openalex.org/W2392868845"],"abstract_inverted_index":{"Purpose":[0],"\u2013":[1,61,144,216,266,303],"Strategic":[2],"analysis":[3],"of":[4,31,40,51,56,133,139,150,174,180,204,210,219,277,326,335,346],"customer":[5,13,94,156,235],"profitability":[6,55,95,157,345],"for":[7,22,81,207,259],"assessing":[8],"market":[9,46,58,341,348],"segmentation":[10],"and":[11,79,96,126,171,196,225,231,238,283,286,315,322],"reconfiguring":[12,159],"relationship":[14],"management":[15,125,147],"(CRM)":[16],"activities":[17],"remains":[18],"the":[19,37,44,53,111,134,140,151,178,189,208,227,246,275,278,307,312,320,332,339,343],"key":[20,130],"factor":[21],"achieving":[23],"high":[24],"return":[25],"on":[26,115,274],"CRM":[27,109,229,323],"investment.":[28],"The":[29,122,145,184],"purpose":[30,209],"this":[32],"paper":[33],"is":[34,221,270],"to":[35,86,91,154,192,201,223,233,242,261,272,296,310,318],"map":[36],"profit-based":[38,333],"ranking":[39,152,334],"corporate":[41,98,212,336],"customers":[42,203,337],"into":[43,338],"current":[45,340],"segments,":[47,342],"with":[48],"a":[49,65,256],"view":[50],"determining":[52],"relative":[54,344],"each":[57,347],"segment.":[59],"Design/methodology/approach":[60],"This":[62,100,267,304],"study":[63,102,305],"develops":[64],"novel":[66],"model":[67,136,186,269],"that":[68,119],"combines":[69],"activity-based":[70],"costing":[71],"(ABC),":[72],"CRM,":[73,280],"fuzzy":[74,281,313],"analytic":[75],"hierarchy":[76],"process":[77],"(AHP),":[78],"technique":[80],"order":[82],"preference":[83],"by":[84,158],"similarity":[85],"ideal":[87],"solution":[88],"(TOPSIS)":[89],"methods":[90,285,317],"evaluate":[92],"strategically":[93],"prioritizing":[97],"accounts.":[99],"case":[101],"airline":[103,123,146,328],"company":[104],"has":[105],"invested":[106],"heavily":[107],"in":[108,177,245],"over":[110],"past":[112],"seven":[113],"years":[114],"integrating":[116],"multi-functional":[117],"departments":[118],"touch":[120],"customers.":[121],"operations":[124],"marketing":[127,160,190],"functions":[128],"provide":[129],"inputs.":[131],"Results":[132],"hybrid":[135,248,268],"validate":[137],"feasibility":[138],"proposed":[141,185,247],"model.":[142,249],"Findings":[143],"makes":[148],"use":[149],"results":[153],"optimize":[155],"programs,":[161],"integrated":[162],"schedule":[163,175],"design,":[164],"fleet":[165],"assignment,":[166],"maintenance":[167],"routing,":[168],"crew":[169],"scheduling,":[170],"real-time":[172],"optimization":[173],"recovery":[176],"aftermath":[179],"disruptions":[181],"or":[182],"irregularities.":[183],"also":[187],"directs":[188],"function":[191],"customize":[193],"service":[194,199],"offerings":[195],"introduce":[197],"appropriate":[198],"levels":[200],"engage":[202],"different":[205],"segments":[206],"maximizing":[211],"profitability.":[213],"Research":[214],"limitations/implications":[215],"Significant":[217],"amount":[218],"investment":[220],"necessary":[222],"design":[224],"implement":[226],"extensive":[228],"database":[230],"systems":[232],"assure":[234],"data":[236,251,324],"quality":[237],"availability":[239],"so":[240],"as":[241],"bear":[243],"fruits":[244],"These":[250],"requirements":[252],"can":[253,293,350],"especially":[254],"be":[255,294,351],"critical":[257],"barrier":[258],"small":[260],"medium-sized":[262],"companies.":[263],"Practical":[264],"implications":[265],"able":[271],"capitalize":[273],"benefits":[276],"ABC,":[279],"AHP,":[282],"TOPSIS":[284,316],"offset":[287],"their":[288],"deficiencies.":[289],"Most":[290],"importantly,":[291],"it":[292],"applied":[295],"various":[297],"industries":[298],"without":[299],"complex":[300],"modification.":[301],"Originality/value":[302],"represents":[306],"first":[308],"move":[309],"adopt":[311],"AHP":[314],"analyze":[319],"ABC":[321],"inputs":[325],"an":[327],"company.":[329],"In":[330],"mapping":[331],"segment":[349],"determined.":[352]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":8},{"year":2019,"cited_by_count":4},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}
