Data mining for shopping centres – customer knowledge‐management framework

Charles Dennis · David Marsland · Tony Cockett

54 citations0/0 files storedJournal of Knowledge Management

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Consumer Retail Behavior Studies Customer churn and segmentation Knowledge Management and Technology

Abstract

Shopping centers are an important part of the UK economy and have been the subject of considerable research. Relying on complex interdependencies between shoppers, retailers and owners, shopping centers are ideal for knowledge management study. Nevertheless, although retailers have been in the forefront of data mining, little has been written on Customer Knowledge Management for shopping centers. In this chapter, the authors aim to demonstrate the possibilities and draw attention to the possible implications of improving customer satisfaction. Aspects of customer knowledge management for shopping centers are considered using analogies drawn from an exploratory questionnaire survey. The objectives of a Customer Knowledge Management system could include increasing rental incomes and bringing new life back into shopping centers and towns.

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References

1997Knowledge Management: An Introduction and Perspective 1980Intrapersonal Affective Influences on Consumer Satisfaction with Products 1999Organisational factors and knowledge management within large marketing departments: an empirical study 2002Eight questions for customer knowledge management in e‐business 1994The Retail Development Process: Location, Property and Planning 1999Modeling Consumer Perception of Public Space in Shopping Centers 1996shopper taxonomy for retail strategy development 1995New‐type and traditional shoppers: a comparison of two major consumer groups

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