TY - JOUR
T1 - Evaluating relative value of customers via data envelopment analysis
AU - Noorizadeh, Abdollah
AU - Mahdiloo, Mahdi
AU - Saen, Reza Farzipoor
PY - 2013
Y1 - 2013
N2 - Purpose: The purpose of this paper is to propose a data envelopment analysis (DEA) method for customers' evaluation. Design/methodology/approach: This paper introduces a variable return to scale (VRS) cross-efficiency (one of the DEA models) to evaluate customers. This new model can consider ratio values and give a complete ranking of customers. Findings: It is found that the proposed model can evaluate customers in a multi criteria context; does not demand weights from the decision maker; and can consider both the ratio and absolute numbers. An aggressive form of the VRS model is formulated to evaluate the peer-appraisal value of customers instead of self-appraisal. Originality/value: To the best of the authors' knowledge, there is no reference that uses cross-efficiency model with the ratio values for customers' evaluation.
AB - Purpose: The purpose of this paper is to propose a data envelopment analysis (DEA) method for customers' evaluation. Design/methodology/approach: This paper introduces a variable return to scale (VRS) cross-efficiency (one of the DEA models) to evaluate customers. This new model can consider ratio values and give a complete ranking of customers. Findings: It is found that the proposed model can evaluate customers in a multi criteria context; does not demand weights from the decision maker; and can consider both the ratio and absolute numbers. An aggressive form of the VRS model is formulated to evaluate the peer-appraisal value of customers instead of self-appraisal. Originality/value: To the best of the authors' knowledge, there is no reference that uses cross-efficiency model with the ratio values for customers' evaluation.
KW - Cross-efficiency
KW - Customer information
KW - Customer ranking
KW - Customers
KW - Data envelopment analysis
KW - Ratio values
KW - Value analysis
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U2 - 10.1108/JBIM-11-2010-0144
DO - 10.1108/JBIM-11-2010-0144
M3 - Article
AN - SCOPUS:84883607798
SN - 0885-8624
VL - 28
SP - 577
EP - 588
JO - Journal of Business and Industrial Marketing
JF - Journal of Business and Industrial Marketing
IS - 7
ER -