文档介绍：转向其它公司提供的服务及其预警方面的研究计算机与现代化 2004 年第 8期 JISUANJI YU XIANDAIHUA 总第 108 期文章编号: 1006- 2475( 2004) 08- 0001- 04 一种基于决策树的客户流失危机分析方法徐远纯 1, 盛昭瀚 2, 柳炳祥 1 ( 1. 景德镇陶瓷学院, 江西景德镇 333000; 2. 南京大学管理科学与工程研究院, 江苏南京 210093) 摘要: 叙述了客户流失的基本概念, 分析了客户流失危机产生的原因, 指出了传统的客户流失危机分析方法存在的问题, 提出了一种基于决策树的客户流失危机分析方法。详细地描述了 ID3 算法, 提出一种加权熵的概念, 并对 ID3 算法进行改进; 给出了一个基于决策树的客户流失危机的分析实验,并对实验结果进行讨论, 将改进的 ID3 算法与其它决策树算法进行了分析和比较, 以验证该算法在客户流失危机分析中的有效性。关键词: 危机管理; 客户流失危机; 决策树; ID3 算法; 信息熵; 加权熵中图分类号: TP311 文献标识码:AA Research Method of Custom Forfeit Crisis Based on Decision Tree XU Yuan- chun 1, SHENG Zhao- han 2, LIU Bing- xiang 1 ( 1. Jingdezhen Ceramic Institute, Jingdezhen 333000, China; 2. Institute ofM anagement Science and Engineering, Nanjing University, Nanjing 210093, China) Abstract: This paper tells the basic concept of custom forfeit crisis, analyses the reason of resulting in the custom forfeit, points out the ex- istent problems of the traditional analyzing models in evaluating custom forfeit risk, and puts forward a research method of custom forfeit crisis based on decision algorithm ID3 is described at length, the concept of right entropy is put forward, and the algorithm ID3 is improved. An analytic experiment of custom forfeit risk on decision tree is illustrated deliberately, experimental results are discussed, and the algorithm ID3 pared with the other algorithms of decision tree to prove validity