Abstract
In order to maintain customers’ loyalty and increase market share in the competitive highend service industry, e.g., restaurant business, comprehensive understanding of individual customers and their preferences are a necessity for maintaining high satisfaction and retaining loyal customers. In this research, we develop a customer service platform based on complex data mining approach, e.g., artificial neural network technique, to help restaurant industry provide customized and personalized services. The customer service platform can gather, analyze and understand customer data, characteristics and their segments to define marketing strategies for one-on-one services. Moreover, the customer service platform, developed for a chain of high-end Japanese restaurants, is depicted to demonstrate how a personalized customer service concept can be adopted to its practical usage. Finally, the proposed methodology is verified using the real data collected from the restaurant chain with positive outcome.