Social networks as a modern channel for sharing online Word of Mouth is an opportunity for bankin... more Social networks as a modern channel for sharing online Word of Mouth is an opportunity for banking companies to analyse the communications and opinions of their customers, which they are sharing publicly. The article shows the process and results of these advanced contextual analyses of unstructured data of selected public banking pages on social networking site Facebook. The analysis of customer opinions, problems and desires may play an important role for the position of these companies in the market and their orientation to customers. Clustering methods and sentiment analysis were used, results reflect the state of the behaviour of customers and banks in this network. Paper highlights the importance of the issue of Word of Mouth and its analyses by information technology. At the same time discusses how context analysis can migrate marketing to the next level of identification of customer behaviour and his relationship to the company.
Tato prace se zabýva popisem administratorskeho prostředi výukoveho systemu Moodle. Cilem je posk... more Tato prace se zabýva popisem administratorskeho prostředi výukoveho systemu Moodle. Cilem je poskytnout zakladni přehled o možnostech administratorských nastrojů pro podporu výuky v Moodlu a vytvořit tak uživatelskou přirucku k provozovani LMS Moodle. Popis je zaměřen zejmena na spravu uživatelů, kurzů, modulů, vzhledu, zabezpeceni a některých obecných nastaveni systemu. Soucasti prace je provedeni průzkumu provozu Moodlu na ceských univerzitach. V zavěru jsou shrnuty celkove výhody a nevýhody Moodlu a jeho vhodnost ci nevhodnost nasazeni do firemniho sektoru. Výsledky průzkumu hodnoti uroveň spokojenosti a schopnosti uživatelů pracovat s nastroji LMS Moodle podle roli (administrator, ucitel a student). Posledni kapitola se věnuje novemu trendu Moodle pro mobilni technologie. V přiloze lze najit jednotlive formulaře dotazniků a popis výhod a nevýhod e-learningu.
Diplomova prace Ceský trh elektronických knih -- překažky a možnosti se zabýva analýzou ceskeho t... more Diplomova prace Ceský trh elektronických knih -- překažky a možnosti se zabýva analýzou ceskeho trhu s e-knihami. Cilem je poskytnout komplexni přehled soucasne situace na trhu z hlediska použitých technologii, distribucnich modelů a pravni problematiky. Popisuje komercni, volne i nelegalni zdroje na trhu, soucasti je i popis digitalizacnich projektů ceských knihoven. Soucasti prace je i teoretický uvod do problematiky e-knih a jejich vývoj. Podrobně jsou rozebrany jejich technologie se zaměřenim na nejmodernějsi ctecky s elektronickým inkoustem. Pro srovnani je v praci zanalyzovan take americký trh s e-knihami. V analyticke casti jsou porovnavany jednotlive portaly s e-knihami na trhu, jejich nabidka a uživatelska rozhrani. Na realnem přikladu jsou rozebrany naklady na e-knihu a jejich srovnani s naklady na knihu tistěnou. Ke konci prace jsou navrhnuty alternativni modely distribuce, naroky na založeni vlastniho portalu s e-knihami, popsany licence Creative Commons a zminěn soucasn...
The aim of the article is to detect and review existing topic modelling methods of Latent Dirichl... more The aim of the article is to detect and review existing topic modelling methods of Latent Dirichlet Allocation and their modifications usable in Voice of Customer analysis. Voice of Customer is expressed mainly through textual comments which often focus on the evaluation of products or services the customer consumes. The most studied data source are customer reviews which contain next to the textual comments also ratings in form of scales. The aim of the topic models is to mine the topics and their aspects the customers are evaluating in their reviews and assign to them a particular sentiment or emotion. The author completed a systematic literature review of peer-reviewed published journal articles indexed in leading databases of Scopus and Web of Science and concerning the current use of Latent Dirichlet Allocation model variants in Voice of Customer textual analysis for performing the tasks of aspect detection, emotion detection, personality detection and sentiment assignation. In...
Sociální sítě jako novodobý kanál pro sdílení online Word of Mouth představuje pro bankovní spole... more Sociální sítě jako novodobý kanál pro sdílení online Word of Mouth představuje pro bankovní společnosti příležitost, jak analyzovat komunikaci a názory svých zákazníků, které zde veřejně sdílejí. Článek ukazuje proces a výsledky pokročilé kontextové analýzy těchto nestrukturovaných dat vybraných veřejných bankovních stránek na sociální síti Facebook. Analýza zákaznických názorů, problémů a přání může hrát významnou roli pro pozici těchto společností na trhu a jejich orientaci na zákazníky. Využity byly metody shlukování a sentiment analýz, výsledky odrážejí stav chování zákazníků a bank na této síti. Článek zdůrazňuje důležitost problematiky Word of Mouth a jeho analýz informačními technologiemi. Zároveň diskutuje, jak analýza kontextu může přenést marketing na další úroveň identifikace zákazníkova chování a jeho vztahu ke společnosti.
The article contributes to the knowledge of customer lifetime value (CLV) models, where extensive... more The article contributes to the knowledge of customer lifetime value (CLV) models, where extensiveempirical analyses on large datasets from online stores are missing. Based on this knowledge,practitioners can decide about the deployment of a particular model in their business andacademics can design or enhance CLV models. The article presents predictive performanceof selected CLV models: the extended Pareto/NBD model, the Markov chain model, the vectorautoregressive model and the status quo model. Six large datasets of medium and large-sizedonline stores in the Czech Republic and Slovakia are used for a comparison of the predictiveperformance of the models. Online stores have annual revenues in the order of tens of millionsof euros and more than one million customers. The comparison of CLV models is based on selectedevaluation metrics. The results of some of the models which use additional non-financial dataon customer behaviour – the Markov chain model and the vector autoregressive ...
The article presents qualitative research conducted on a sample of Czech organisations operating ... more The article presents qualitative research conducted on a sample of Czech organisations operating in the B2C relationships within the Internet environment. The research aims to determine the approach of the organisations to the collecting and analysing Voice of Customer in measuring share-of-mind metrics as constituent elements of Customer Experience. Research improves the current knowledge and setting of Voice of Customer in Customer Experience and its measurement and management in a real business setting. From the interviews is observed the low maturity in Customer Experience in Czech companies and often a misunderstanding of the concept. The companies are not fully entrenched in analysing Voice of Customer with text analytics. The barriers of getting the full potential of analysing Voice of Customer within Customer Experience are identified. The article is a part of the initial research to ‘Voice of Customer integration in Customer Experience measurement’ in the author’s dissertat...
Social networks and Internet discussions are valuable sources for a company’s marketing research ... more Social networks and Internet discussions are valuable sources for a company’s marketing research and public relations management. The Internet is full of public communication in an unstructured form and reflects recent movements of contributors' perception of the company, brand, products, competitors or whole market. As one of the approaches to achieve a better view we propose to design metrics which should be followed in order to get valuable insight where the company stands in terms of its customers. This paper focuses on obtaining an e-Word-of-Mouth in the banking sector using publicly available data. The main goal is to design metrics and dashboards evaluating customers’ perception of a bank’s services based on the analysis of public Facebook sites and web discussions related to several banks in the Czech Republic. We studied several approaches to unstructured data analysis. Thus we present complementary findings in classification of the unstructured data analysis presentati...
Customer experience (CX) focuses on customer feedback. CX is a holistic construct which contains ... more Customer experience (CX) focuses on customer feedback. CX is a holistic construct which contains different perceptual elements such as satisfaction and loyalty, but also emotions or personality. Customers share their opinions, which contain these elements also in textual expressions through different channels, known in research as Voice of Customer (VoC). Currently, VoC is collected mainly in customer surveys and manually evaluated, or through simple quantitative measurement from data scattered in various systems at the end of a customer journey. To bridge this gap, we designed a multidimensional CX data model for integrated storage of all customers’ data from structured and textual sources. A consolidated CX measurement to monitor elements of CX during the entire customer journey from the customer perspective is proposed to serve as business intelligence. The artefact offers a selfcontained expandable data mart affordable to implement in small and medium B2C enterprises. Companies ...
The selection of a suitable customer lifetime value (CLV) model is a key issue for companies that... more The selection of a suitable customer lifetime value (CLV) model is a key issue for companies that are introducing a CLV managerial approach in their online B2C relationship stores. The online retail environment places CLV models on several specific assumptions, e.g. non-contractual relationship, continuous purchase anytime, variable-spending environment. The article focuses on empirical statistical analysis and predictive abilities of selected probabilistic CLV models that show very good results in an online retail environment compared to different model families. For comparison, eleven CLV models were selected. The comparison has been made to the online stores’ datasets from Central and Eastern Europe with annual revenues of hundreds of millions of euros and with almost 2.3 million customers. Probabilistic models have achieved overall good and consistent results on the majority of the studied transactional datasets, with BG/NBD and Pareto/NBD models that can be considered stable wi...
The article contributes to the knowledge of customer lifetime value (CLV) models, where extensive... more The article contributes to the knowledge of customer lifetime value (CLV) models, where extensive empirical analyses on large datasets from online stores are missing. Based on this knowledge, practitioners can decide about the deployment of a particular model in their business and academics can design or enhance CLV models. The article presents predictive performance of selected CLV models: the extended Pareto/NBD model, the Markov chain model, the vector autoregressive model and the status quo model. Six large datasets of medium and large-sized online stores in the Czech Republic and Slovakia are used for a comparison of the predictive performance of the models. Online stores have annual revenues in the order of tens of millions of euros and more than one million customers. The comparison of CLV models is based on selected evaluation metrics. The results of some of the models which use additional non-financial data on customer behaviour-the Markov chain model and the vector autoregressive model-do not justify the effort which is needed to collect such data. The advantages and disadvantages of the selected CLV models are discussed in the context of their deployment.
This article provides an empirical statistical analysis and discussion of the predictive abilitie... more This article provides an empirical statistical analysis and discussion of the predictive abilities of selected customer lifetime value (CLV) models that could be used in online shopping within e-commerce business settings. The comparison of CLV predictive abilities, using selected evaluation metrics, is made on selected CLV models: Extended Pareto/NBD model (EP/NBD), Markov chain model and Status Quo model. The article uses six online store datasets with annual revenues in the order of tens of millions of euros for the comparison. The EP/NBD model has outperformed other selected models in a majority of evaluation metrics and can be considered good and stable for non-contractual relations in online shopping. The implications for the deployment of selected CLV models in practice, as well as suggestions for future research, are also discussed.
Social networks as a modern channel for sharing online Word of Mouth is an opportunity for bankin... more Social networks as a modern channel for sharing online Word of Mouth is an opportunity for banking companies to analyse the communications and opinions of their customers, which they are sharing publicly. The article shows the process and results of these advanced contextual analyses of unstructured data of selected public banking pages on social networking site Facebook. The analysis of customer opinions, problems and desires may play an important role for the position of these companies in the market and their orientation to customers. Clustering methods and sentiment analysis were used, results reflect the state of the behaviour of customers and banks in this network. Paper highlights the importance of the issue of Word of Mouth and its analyses by information technology. At the same time discusses how context analysis can migrate marketing to the next level of identification of customer behaviour and his relationship to the company.
Tato prace se zabýva popisem administratorskeho prostředi výukoveho systemu Moodle. Cilem je posk... more Tato prace se zabýva popisem administratorskeho prostředi výukoveho systemu Moodle. Cilem je poskytnout zakladni přehled o možnostech administratorských nastrojů pro podporu výuky v Moodlu a vytvořit tak uživatelskou přirucku k provozovani LMS Moodle. Popis je zaměřen zejmena na spravu uživatelů, kurzů, modulů, vzhledu, zabezpeceni a některých obecných nastaveni systemu. Soucasti prace je provedeni průzkumu provozu Moodlu na ceských univerzitach. V zavěru jsou shrnuty celkove výhody a nevýhody Moodlu a jeho vhodnost ci nevhodnost nasazeni do firemniho sektoru. Výsledky průzkumu hodnoti uroveň spokojenosti a schopnosti uživatelů pracovat s nastroji LMS Moodle podle roli (administrator, ucitel a student). Posledni kapitola se věnuje novemu trendu Moodle pro mobilni technologie. V přiloze lze najit jednotlive formulaře dotazniků a popis výhod a nevýhod e-learningu.
Diplomova prace Ceský trh elektronických knih -- překažky a možnosti se zabýva analýzou ceskeho t... more Diplomova prace Ceský trh elektronických knih -- překažky a možnosti se zabýva analýzou ceskeho trhu s e-knihami. Cilem je poskytnout komplexni přehled soucasne situace na trhu z hlediska použitých technologii, distribucnich modelů a pravni problematiky. Popisuje komercni, volne i nelegalni zdroje na trhu, soucasti je i popis digitalizacnich projektů ceských knihoven. Soucasti prace je i teoretický uvod do problematiky e-knih a jejich vývoj. Podrobně jsou rozebrany jejich technologie se zaměřenim na nejmodernějsi ctecky s elektronickým inkoustem. Pro srovnani je v praci zanalyzovan take americký trh s e-knihami. V analyticke casti jsou porovnavany jednotlive portaly s e-knihami na trhu, jejich nabidka a uživatelska rozhrani. Na realnem přikladu jsou rozebrany naklady na e-knihu a jejich srovnani s naklady na knihu tistěnou. Ke konci prace jsou navrhnuty alternativni modely distribuce, naroky na založeni vlastniho portalu s e-knihami, popsany licence Creative Commons a zminěn soucasn...
The aim of the article is to detect and review existing topic modelling methods of Latent Dirichl... more The aim of the article is to detect and review existing topic modelling methods of Latent Dirichlet Allocation and their modifications usable in Voice of Customer analysis. Voice of Customer is expressed mainly through textual comments which often focus on the evaluation of products or services the customer consumes. The most studied data source are customer reviews which contain next to the textual comments also ratings in form of scales. The aim of the topic models is to mine the topics and their aspects the customers are evaluating in their reviews and assign to them a particular sentiment or emotion. The author completed a systematic literature review of peer-reviewed published journal articles indexed in leading databases of Scopus and Web of Science and concerning the current use of Latent Dirichlet Allocation model variants in Voice of Customer textual analysis for performing the tasks of aspect detection, emotion detection, personality detection and sentiment assignation. In...
Sociální sítě jako novodobý kanál pro sdílení online Word of Mouth představuje pro bankovní spole... more Sociální sítě jako novodobý kanál pro sdílení online Word of Mouth představuje pro bankovní společnosti příležitost, jak analyzovat komunikaci a názory svých zákazníků, které zde veřejně sdílejí. Článek ukazuje proces a výsledky pokročilé kontextové analýzy těchto nestrukturovaných dat vybraných veřejných bankovních stránek na sociální síti Facebook. Analýza zákaznických názorů, problémů a přání může hrát významnou roli pro pozici těchto společností na trhu a jejich orientaci na zákazníky. Využity byly metody shlukování a sentiment analýz, výsledky odrážejí stav chování zákazníků a bank na této síti. Článek zdůrazňuje důležitost problematiky Word of Mouth a jeho analýz informačními technologiemi. Zároveň diskutuje, jak analýza kontextu může přenést marketing na další úroveň identifikace zákazníkova chování a jeho vztahu ke společnosti.
The article contributes to the knowledge of customer lifetime value (CLV) models, where extensive... more The article contributes to the knowledge of customer lifetime value (CLV) models, where extensiveempirical analyses on large datasets from online stores are missing. Based on this knowledge,practitioners can decide about the deployment of a particular model in their business andacademics can design or enhance CLV models. The article presents predictive performanceof selected CLV models: the extended Pareto/NBD model, the Markov chain model, the vectorautoregressive model and the status quo model. Six large datasets of medium and large-sizedonline stores in the Czech Republic and Slovakia are used for a comparison of the predictiveperformance of the models. Online stores have annual revenues in the order of tens of millionsof euros and more than one million customers. The comparison of CLV models is based on selectedevaluation metrics. The results of some of the models which use additional non-financial dataon customer behaviour – the Markov chain model and the vector autoregressive ...
The article presents qualitative research conducted on a sample of Czech organisations operating ... more The article presents qualitative research conducted on a sample of Czech organisations operating in the B2C relationships within the Internet environment. The research aims to determine the approach of the organisations to the collecting and analysing Voice of Customer in measuring share-of-mind metrics as constituent elements of Customer Experience. Research improves the current knowledge and setting of Voice of Customer in Customer Experience and its measurement and management in a real business setting. From the interviews is observed the low maturity in Customer Experience in Czech companies and often a misunderstanding of the concept. The companies are not fully entrenched in analysing Voice of Customer with text analytics. The barriers of getting the full potential of analysing Voice of Customer within Customer Experience are identified. The article is a part of the initial research to ‘Voice of Customer integration in Customer Experience measurement’ in the author’s dissertat...
Social networks and Internet discussions are valuable sources for a company’s marketing research ... more Social networks and Internet discussions are valuable sources for a company’s marketing research and public relations management. The Internet is full of public communication in an unstructured form and reflects recent movements of contributors' perception of the company, brand, products, competitors or whole market. As one of the approaches to achieve a better view we propose to design metrics which should be followed in order to get valuable insight where the company stands in terms of its customers. This paper focuses on obtaining an e-Word-of-Mouth in the banking sector using publicly available data. The main goal is to design metrics and dashboards evaluating customers’ perception of a bank’s services based on the analysis of public Facebook sites and web discussions related to several banks in the Czech Republic. We studied several approaches to unstructured data analysis. Thus we present complementary findings in classification of the unstructured data analysis presentati...
Customer experience (CX) focuses on customer feedback. CX is a holistic construct which contains ... more Customer experience (CX) focuses on customer feedback. CX is a holistic construct which contains different perceptual elements such as satisfaction and loyalty, but also emotions or personality. Customers share their opinions, which contain these elements also in textual expressions through different channels, known in research as Voice of Customer (VoC). Currently, VoC is collected mainly in customer surveys and manually evaluated, or through simple quantitative measurement from data scattered in various systems at the end of a customer journey. To bridge this gap, we designed a multidimensional CX data model for integrated storage of all customers’ data from structured and textual sources. A consolidated CX measurement to monitor elements of CX during the entire customer journey from the customer perspective is proposed to serve as business intelligence. The artefact offers a selfcontained expandable data mart affordable to implement in small and medium B2C enterprises. Companies ...
The selection of a suitable customer lifetime value (CLV) model is a key issue for companies that... more The selection of a suitable customer lifetime value (CLV) model is a key issue for companies that are introducing a CLV managerial approach in their online B2C relationship stores. The online retail environment places CLV models on several specific assumptions, e.g. non-contractual relationship, continuous purchase anytime, variable-spending environment. The article focuses on empirical statistical analysis and predictive abilities of selected probabilistic CLV models that show very good results in an online retail environment compared to different model families. For comparison, eleven CLV models were selected. The comparison has been made to the online stores’ datasets from Central and Eastern Europe with annual revenues of hundreds of millions of euros and with almost 2.3 million customers. Probabilistic models have achieved overall good and consistent results on the majority of the studied transactional datasets, with BG/NBD and Pareto/NBD models that can be considered stable wi...
The article contributes to the knowledge of customer lifetime value (CLV) models, where extensive... more The article contributes to the knowledge of customer lifetime value (CLV) models, where extensive empirical analyses on large datasets from online stores are missing. Based on this knowledge, practitioners can decide about the deployment of a particular model in their business and academics can design or enhance CLV models. The article presents predictive performance of selected CLV models: the extended Pareto/NBD model, the Markov chain model, the vector autoregressive model and the status quo model. Six large datasets of medium and large-sized online stores in the Czech Republic and Slovakia are used for a comparison of the predictive performance of the models. Online stores have annual revenues in the order of tens of millions of euros and more than one million customers. The comparison of CLV models is based on selected evaluation metrics. The results of some of the models which use additional non-financial data on customer behaviour-the Markov chain model and the vector autoregressive model-do not justify the effort which is needed to collect such data. The advantages and disadvantages of the selected CLV models are discussed in the context of their deployment.
This article provides an empirical statistical analysis and discussion of the predictive abilitie... more This article provides an empirical statistical analysis and discussion of the predictive abilities of selected customer lifetime value (CLV) models that could be used in online shopping within e-commerce business settings. The comparison of CLV predictive abilities, using selected evaluation metrics, is made on selected CLV models: Extended Pareto/NBD model (EP/NBD), Markov chain model and Status Quo model. The article uses six online store datasets with annual revenues in the order of tens of millions of euros for the comparison. The EP/NBD model has outperformed other selected models in a majority of evaluation metrics and can be considered good and stable for non-contractual relations in online shopping. The implications for the deployment of selected CLV models in practice, as well as suggestions for future research, are also discussed.
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