nep-ict New Economics Papers
on Information and Communication Technologies
Issue of 2008‒04‒04
three papers chosen by
Walter Frisch
University Vienna

  1. Integrating the Voice of Customers through Call Center Emails into a Decision Support System for Churn Prediction By K. COUSSEMENT; D. VAN DEN POEL
  2. Do Shareholders Vote Strategically? Voting Behavior, Proposal Screening, and Majority Rules By Maug, Ernst; Rydqvist, Kristian
  3. Corruption and Political Interest: Empirical Evidence at the Micro Level By Benno Torgler; Bin Dong

    Abstract: We studied the problem of optimizing the performance of a DSS for churn prediction. In particular, we investigated the beneficial effect of adding the voice of customers through call center emails – i.e. textual information - to a churn prediction system that only uses traditional marketing information. We found that adding unstructured, textual information into a conventional churn prediction model resulted in a significant increase in predictive performance. From a managerial point of view, this integrated framework helps marketing-decision makers to identify customers most prone to switch. Consequently, their customer retention campaigns can be targeted effectively because the prediction method is better at detecting those customers who are likely to leave.
    Keywords: customer relationship management (CRM), data mining, churn prediction, text mining, call center email, voice of customers (VOC), binary classification modeling
    Date: 2008–02
  2. By: Maug, Ernst (Chair for Corporate Finance, University of Mannheim and Sonderforschungsbereich 504); Rydqvist, Kristian (SUNY at Binghamton - School of Management)
    Abstract: We study shareholder voting on management proposals. We build on a simple model of strategic voting, provide structural estimates of its parameters, and derive testable implications. The evidence suggests that voting is strategic in the sense that shareholders take into account the information of other shareholders when making their voting decisions. We conclude that strategic voting prevents incorrect rejections of management proposals.
    Date: 2007–06–26
  3. By: Benno Torgler; Bin Dong
    Abstract: The topic of corruption has recently attracted a great deal of attention, yet there is still a lack of micro level empirical evidence regarding the determinants of corruption. Furthermore, the present literature has not investigated the effects of political interest on corruption despite the interesting potential of this link. We address these deficiencies by analyzing a cross-section of individuals, using the World Values Survey. We explore the determinants of corruption through two dependent variables (perceived corruption and the justifiability of corruption). The impact of political interest on corruption is explored through three different proxies, presenting empirical evidence at both the cross-country level and the within-country level. The results of the multivariate analysis suggest that political interest has an impact on corruption controlling for a large number of factors.
    Keywords: Corruption; Political Interest, Social Norms
    JEL: K42 D72 O17 J24
    Date: 2008–03–17

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