CAJ | 학술논문

为了降低客户细分中的决策风险代价，提出了一种客户细分的三支决策方法。在三支决策理论框架下，建立了客户细分模型，给出了客户价值的评价函数和三支决策阈值。该模型综合考虑了细分的成本和利润，改变了传统的二分模式，采用三支决策的边界域概念，使得在制定客户关系维系策略时有第三种选择存在。最后，通过实例分析说明了三支决策方法的应用过程和优势。三支决策理论的引入，为客户细分提供了新的思路和方法，可以最小化决策风险代价，具有很大的优越性。
위료강저객호세분중적결책풍험대개，제출료일충객호세분적삼지결책방법。재삼지결책이론광가하，건립료객호세분모형，급출료객호개치적평개함수화삼지결책역치。해모형종합고필료세분적성본화리윤，개변료전통적이분모식，채용삼지결책적변계역개념，사득재제정객호관계유계책략시유제삼충선택존재。최후，통과실례분석설명료삼지결책방법적응용과정화우세。삼지결책이론적인입，위객호세분제공료신적사로화방법，가이최소화결책풍험대개，구유흔대적우월성。
To reduce the risk cost of customer segmentation, this paper proposes a new approach based on three-way decisions theory. This paper also constructs the customer segmentation model based on three-way decisions theory which includes constructing evaluation function, computing threshold and the procedure of application. The model balances the cost and interest of customer segmentation and is different from the traditional models. By introducing the concept of boundary, it provides the third choice in customer relation management. Finally, this paper gives an example to illustrate the procedure of application and the superiority of the new approach. The introduction of three-way decisions theory provides a new view for customer segmentation which can minimize risk cost. Under cer-tain conditions, three-way decisions are superior to two-way decisions.