{"id":"https://openalex.org/W4411056675","doi":"https://doi.org/10.1186/s40537-025-01204-8","title":"Churn management in hospitality","display_name":"Churn management in hospitality","publication_year":2025,"publication_date":"2025-06-05","ids":{"openalex":"https://openalex.org/W4411056675","doi":"https://doi.org/10.1186/s40537-025-01204-8"},"language":"en","primary_location":{"id":"doi:10.1186/s40537-025-01204-8","is_oa":true,"landing_page_url":"https://doi.org/10.1186/s40537-025-01204-8","pdf_url":"https://journalofbigdata.springeropen.com/counter/pdf/10.1186/s40537-025-01204-8","source":{"id":"https://openalex.org/S2737955091","display_name":"Journal Of Big Data","issn_l":"2196-1115","issn":["2196-1115"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Big Data","raw_type":"journal-article"},"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://journalofbigdata.springeropen.com/counter/pdf/10.1186/s40537-025-01204-8","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5022173220","display_name":"Rik van Leeuwen","orcid":"https://orcid.org/0000-0002-7259-5205"},"institutions":[{"id":"https://openalex.org/I865915315","display_name":"Vrije Universiteit Amsterdam","ror":"https://ror.org/008xxew50","country_code":"NL","type":"education","lineage":["https://openalex.org/I865915315"]}],"countries":["NL"],"is_corresponding":false,"raw_author_name":"Rik van Leeuwen","raw_affiliation_strings":["Department of Mathematics, Vrije Universiteit, De Boelelaan 1111, 1081HV, Amsterdam, The Netherlands","Ireckonu, Olympisch Stadion 43, 1076DE, Amsterdam, The Netherlands"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Mathematics, Vrije Universiteit, De Boelelaan 1111, 1081HV, Amsterdam, The Netherlands","institution_ids":["https://openalex.org/I865915315"]},{"raw_affiliation_string":"Ireckonu, Olympisch Stadion 43, 1076DE, Amsterdam, The Netherlands","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5013654224","display_name":"Hiep Nguyen Duc","orcid":"https://orcid.org/0000-0002-6658-4382"},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Hieu Duc Do","raw_affiliation_strings":["Ireckonu, Olympisch Stadion 43, 1076DE, Amsterdam, The Netherlands"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Ireckonu, Olympisch Stadion 43, 1076DE, Amsterdam, The Netherlands","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5026879445","display_name":"Ger Koole","orcid":"https://orcid.org/0000-0003-1776-8369"},"institutions":[{"id":"https://openalex.org/I865915315","display_name":"Vrije Universiteit Amsterdam","ror":"https://ror.org/008xxew50","country_code":"NL","type":"education","lineage":["https://openalex.org/I865915315"]}],"countries":["NL"],"is_corresponding":false,"raw_author_name":"Ger Koole","raw_affiliation_strings":["Department of Mathematics, Vrije Universiteit, De Boelelaan 1111, 1081HV, Amsterdam, The Netherlands"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Mathematics, Vrije Universiteit, De Boelelaan 1111, 1081HV, Amsterdam, The Netherlands","institution_ids":["https://openalex.org/I865915315"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":{"value":1060,"currency":"GBP","value_usd":1300},"apc_paid":{"value":1060,"currency":"GBP","value_usd":1300},"fwci":3.0052,"has_fulltext":true,"cited_by_count":2,"citation_normalized_percentile":{"value":0.90923631,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":91,"max":98},"biblio":{"volume":"12","issue":"1","first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.9972000122070312,"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"}},"topics":[{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.9972000122070312,"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/T11161","display_name":"Consumer Market Behavior and Pricing","score":0.9968000054359436,"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":0.9966999888420105,"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/computer-science","display_name":"Computer science","score":0.7404768466949463},{"id":"https://openalex.org/keywords/computational-science-and-engineering","display_name":"Computational Science and Engineering","score":0.7217274904251099},{"id":"https://openalex.org/keywords/hospitality","display_name":"Hospitality","score":0.6525000333786011},{"id":"https://openalex.org/keywords/data-science","display_name":"Data science","score":0.4598345160484314},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.346321702003479},{"id":"https://openalex.org/keywords/software-engineering","display_name":"Software engineering","score":0.17602071166038513},{"id":"https://openalex.org/keywords/tourism","display_name":"Tourism","score":0.1075417697429657},{"id":"https://openalex.org/keywords/history","display_name":"History","score":0.05470356345176697}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7404768466949463},{"id":"https://openalex.org/C68597687","wikidata":"https://www.wikidata.org/wiki/Q362601","display_name":"Computational Science and Engineering","level":2,"score":0.7217274904251099},{"id":"https://openalex.org/C107482638","wikidata":"https://www.wikidata.org/wiki/Q815825","display_name":"Hospitality","level":3,"score":0.6525000333786011},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.4598345160484314},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.346321702003479},{"id":"https://openalex.org/C115903868","wikidata":"https://www.wikidata.org/wiki/Q80993","display_name":"Software engineering","level":1,"score":0.17602071166038513},{"id":"https://openalex.org/C18918823","wikidata":"https://www.wikidata.org/wiki/Q49389","display_name":"Tourism","level":2,"score":0.1075417697429657},{"id":"https://openalex.org/C95457728","wikidata":"https://www.wikidata.org/wiki/Q309","display_name":"History","level":0,"score":0.05470356345176697},{"id":"https://openalex.org/C166957645","wikidata":"https://www.wikidata.org/wiki/Q23498","display_name":"Archaeology","level":1,"score":0.0}],"mesh":[],"locations_count":4,"locations":[{"id":"doi:10.1186/s40537-025-01204-8","is_oa":true,"landing_page_url":"https://doi.org/10.1186/s40537-025-01204-8","pdf_url":"https://journalofbigdata.springeropen.com/counter/pdf/10.1186/s40537-025-01204-8","source":{"id":"https://openalex.org/S2737955091","display_name":"Journal Of Big Data","issn_l":"2196-1115","issn":["2196-1115"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Big Data","raw_type":"journal-article"},{"id":"pmh:oai:research.vu.nl:publications/60d2a8e1-5be7-497a-bb4c-42182c27718d","is_oa":false,"landing_page_url":"https://research.vu.nl/en/publications/60d2a8e1-5be7-497a-bb4c-42182c27718d","pdf_url":null,"source":{"id":"https://openalex.org/S4306401107","display_name":"VU Research Portal","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I865915315","host_organization_name":"Vrije Universiteit Amsterdam","host_organization_lineage":["https://openalex.org/I865915315"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"van Leeuwen, R, Do, H D & Koole, G 2025, 'Churn management in hospitality', Journal of Big Data, vol. 12, no. 1, 145, pp. 1-26. https://doi.org/10.1186/s40537-025-01204-8","raw_type":"info:eu-repo/semantics/publishedVersion"},{"id":"pmh:oai:doaj.org/article:adf7936581db47f08e6ea5a12792af82","is_oa":true,"landing_page_url":"https://doaj.org/article/adf7936581db47f08e6ea5a12792af82","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Journal of Big Data, Vol 12, Iss 1, Pp 1-26 (2025)","raw_type":"article"},{"id":"pmh:oai:research.vu.nl:openaire/60d2a8e1-5be7-497a-bb4c-42182c27718d","is_oa":true,"landing_page_url":"https://hdl.handle.net/1871.1/60d2a8e1-5be7-497a-bb4c-42182c27718d","pdf_url":null,"source":{"id":"https://openalex.org/S4306401107","display_name":"VU Research Portal","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I865915315","host_organization_name":"Vrije Universiteit Amsterdam","host_organization_lineage":["https://openalex.org/I865915315"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"van Leeuwen, R, Do, H D & Koole, G 2025, 'Churn management in hospitality', Journal of Big Data, vol. 12, no. 1, 145, pp. 1-26. https://doi.org/10.1186/s40537-025-01204-8","raw_type":"info:eu-repo/semantics/publishedVersion"}],"best_oa_location":{"id":"doi:10.1186/s40537-025-01204-8","is_oa":true,"landing_page_url":"https://doi.org/10.1186/s40537-025-01204-8","pdf_url":"https://journalofbigdata.springeropen.com/counter/pdf/10.1186/s40537-025-01204-8","source":{"id":"https://openalex.org/S2737955091","display_name":"Journal Of Big Data","issn_l":"2196-1115","issn":["2196-1115"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Big Data","raw_type":"journal-article"},"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4411056675.pdf","grobid_xml":"https://content.openalex.org/works/W4411056675.grobid-xml"},"referenced_works_count":40,"referenced_works":["https://openalex.org/W1493524810","https://openalex.org/W1680540421","https://openalex.org/W1700132089","https://openalex.org/W2003083941","https://openalex.org/W2025348367","https://openalex.org/W2037432126","https://openalex.org/W2044458697","https://openalex.org/W2048583537","https://openalex.org/W2067120914","https://openalex.org/W2071116515","https://openalex.org/W2078715467","https://openalex.org/W2101937718","https://openalex.org/W2106554316","https://openalex.org/W2106772961","https://openalex.org/W2107581815","https://openalex.org/W2125294213","https://openalex.org/W2138123110","https://openalex.org/W2165976369","https://openalex.org/W2168405694","https://openalex.org/W2184943477","https://openalex.org/W2309574330","https://openalex.org/W2318025771","https://openalex.org/W2502655619","https://openalex.org/W2514172024","https://openalex.org/W2579681204","https://openalex.org/W2749765311","https://openalex.org/W2808611258","https://openalex.org/W2924633463","https://openalex.org/W3047167994","https://openalex.org/W3122149192","https://openalex.org/W3123614577","https://openalex.org/W3123943528","https://openalex.org/W3130989307","https://openalex.org/W3163119709","https://openalex.org/W3214794338","https://openalex.org/W4224299727","https://openalex.org/W4229598709","https://openalex.org/W4399054742","https://openalex.org/W6608233885","https://openalex.org/W6760352437"],"related_works":["https://openalex.org/W4391375266","https://openalex.org/W2899084033","https://openalex.org/W2748952813","https://openalex.org/W4205828460","https://openalex.org/W2042118646","https://openalex.org/W2071709014","https://openalex.org/W3217058410","https://openalex.org/W173151060","https://openalex.org/W2777057574","https://openalex.org/W2148488453"],"abstract_inverted_index":{"This":[0],"research":[1],"paper":[2],"presents":[3],"a":[4,37,50,61,78,82,92,111,122],"novel":[5],"churn":[6,27,68,112,135],"management":[7],"approach":[8],"tailored":[9],"to":[10,45],"the":[11,19,33,39,102,131],"hospitality":[12],"industry.":[13],"Focused":[14],"on":[15],"enhancing":[16],"customer":[17,55],"retention,":[18],"proposed":[20],"model":[21,35],"consists":[22],"of":[23,54,72,74,114,128],"two":[24],"integral":[25],"pillars:":[26],"identification":[28,40],"and":[29],"proactive":[30,58],"action.":[31],"Leveraging":[32],"BG/NBD":[34],"as":[36],"foundation,":[38],"phase":[41,88],"is":[42,89],"innovatively":[43],"extended":[44],"accommodate":[46],"multiple":[47],"interactions,":[48],"ensuring":[49],"more":[51],"accurate":[52],"prediction":[53],"churn.":[56],"The":[57,105,126],"strategy,":[59],"utilizing":[60],"reinforcement":[62],"learning":[63],"framework,":[64],"dynamically":[65],"establishes":[66],"optimal":[67],"thresholds":[69],"through":[70],"analysis":[71],"responses":[73],"guests":[75,109],"who":[76],"received":[77],"targeted":[79,120],"email":[80,132],"with":[81,110,121],"fixed":[83],"discount.":[84],"A":[85],"multi-week":[86],"testing":[87],"included":[90],"within":[91],"prominent":[93],"North":[94],"American":[95],"hotel":[96],"chain,":[97],"yielding":[98],"empirical":[99],"insights":[100],"into":[101],"model\u2019s":[103],"effectiveness.":[104],"results":[106],"indicate":[107],"that":[108],"risk":[113,136],"75%":[115],"or":[116],"higher":[117],"should":[118],"be":[119],"20%":[123],"discount":[124],"email.":[125],"effectiveness":[127],"sending":[129],"out":[130],"from":[133],"this":[134],"becomes":[137],"increasingly":[138],"apparent.":[139]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":1}],"updated_date":"2026-06-11T09:08:48.828518","created_date":"2025-10-10T00:00:00"}