A customer network value model based on complex network theory

Abstract

Network value has attracted more and more attentions from scholars and enterprisers. Information through network can essentially impact everyone, while everyone in the network has the structure function to the network and may also influence others. But the contribution to the network is not the same for every one. Based on the complex network theory and customer activity, a customer network value model is proposed, which is from the influence value and existence value. Then a case study was done with the data of a city branch of China Telecom. Finally, the management application based on customer network value is proposed. ©2009 IEEE.