Customer Metrics and Their Impact on Financial Performance
Published Online:1 Nov 2006https://doi.org/10.1287/mksc.1060.0221
References
- . The financial information content of perceived quality. J. Marketing Res. (1994) 31(2):191–201Crossref, Google Scholar
- , Kuhl Julius, Bechmann Jurgen. From intentions to actions: A theory of planned behavior. Action Control: From Cognition to Behavior (1985) (Springer, Heidelberg, Germany) 11–39Crossref, Google Scholar
- . A dynamic model of purchase timing with application to direct marketing. J. Amer. Statist. Assoc. (1999) 94(446):365–374Crossref, Google Scholar
- . Long-run effects of promotion depth on new versus established customers: Three field studies. Marketing Sci. (2004) 23(1):4–20Link, Google Scholar
- Strengthening the satisfaction-profit chain. J. Service Res. (2000) 3(2):107–120Crossref, Google Scholar
- . The antecedents and consequences of customer satisfaction for firms. Marketing Sci. (1993) 12(Spring):125–143Link, Google Scholar
- Customer satisfaction, market share, and profitability: Findings from Sweden. J. Marketing (1994) 58(3):53–66Crossref, Google Scholar
- . Customer satisfaction and shareholder value. J. Marketing (2004) 68(4):172–185Crossref, Google Scholar
- . Customer satisfaction, productivity, and profitability: Differences between good and services. Marketing Sci. (1997) 16(2):129–145Link, Google Scholar
- . Marketing actions and the value of customer assets: A framework for customer asset management. J. Service Res. (2002) 5(1):39–54Crossref, Google Scholar
- . A longitudinal analysis of satisfaction and profitability. J. Bus. Res. (2000) 47(2):161–171Crossref, Google Scholar
- . Mailing decisions in the catalog sales industry. Management Sci. (1996) 42(9Link, Google Scholar
- Customer Equity: Building and Managing Relationships as Valuable Assets (2001) (Harvard Business School Press, Boston, MA) Google Scholar
- A dynamic model of the duration of the customer’s relationship with a continuous service provider: The role of satisfaction. Marketing Sci. (1998) 17(1):46–65Link, Google Scholar
- A longitudinal analysis of the impact of service changes on customer attitudes. J. Marketing (1991) 55(Jan.):1–9Crossref, Google Scholar
- . Implications of loyalty program membership and service experiences for customer retention and value. J. Acad. Marketing Sci. (2000) 28(1):95–108Crossref, Google Scholar
- . A dynamic process model of service quality: From expectations to behavioral intentions. J. Marketing Res. (1993) 30(Feb.):7–27Crossref, Google Scholar
- . The PIMS Principles (1987) (The Free Press, New York) Google Scholar
- . Expectations and norms in models of consumer satisfaction. J. Marketing Res. (1987) 24(Aug.):305–314Crossref, Google Scholar
- . Customer retention is not enough. McKinsey Quart. (2002) 2:81–89Google Scholar
- . Measuring service quality: A reexamination and extension. J. Marketing (1992) 56(July):55–68Crossref, Google Scholar
- . Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. J. Retailing (2000) 76(2):193–218Crossref, Google Scholar
- . How surveys influence customers. Harvard Bus. Rev. (2002) 80(May):18–19Google Scholar
- . The scope and persistence of mere-measurement effects: Evidence from a field study of customer satisfaction measurement. J. Consumer Res. (2002) 29(Sept.):159–167Crossref, Google Scholar
- . Predicting customer lifetime value in multi-service industries. (2003) . Working paper, Erasmus University Rotterdam, The NetherlandsGoogle Scholar
- . Do customer loyalty programs really work? Sloan Management Rev. (1997) 38(4):71–82Google Scholar
- . Moving from customer lifetime value to customer equity. (2005) . Working paper, University of Pennsylvania, Philapelphia, PAGoogle Scholar
- . Customer lifetime valuation to support marketing decision making. J. Interactive Marketing (1997) 11(4):6–13Google Scholar
- . RFM and CLV: Using iso-value curves for customer base analysis. J. Marketing Res. (2005) 42(4):415–430Crossref, Google Scholar
- . Belief, Attitude, Intention and Behavior (1975) (Addison-Wesley, Reading, MA) Google Scholar
- . Pilgrim Banks (A): Customer profitability. . Case 9-602-104, Harvard Business School, Cambridge, MAGoogle Scholar
- . Monitoring customer satisfaction and market-perceived quality. Worth Repeating Series 922CSO1 (1992) (American Marketing Association, Chicago, IL) Google Scholar
- The different roles of satisfaction, trust, and commitment in customer relationships. J. Marketing (1999) 63(April):70–87Crossref, Google Scholar
- . Using online conversation to study word-of-mouth communication. Marketing Sci. (2004) 23(4):545–560Link, Google Scholar
- . Optimal mailing of catalogs: A new methodology using estimable structural dynamic programming models. Management Sci. (1998) 44(9):1249–1262Link, Google Scholar
- . Mailing smarter to catalog customers. J. Interactive Marketing (2000) 14(2):2–16Crossref, Google Scholar
- Customer satisfaction, cash flow and shareholder value. J. Marketing (2005) 69(July):115–130Crossref, Google Scholar
- . Relationship marketing activities, commitment and membership behaviors in professional associations. J. Marketing (2000) 64(3):34–49Crossref, Google Scholar
- . A logit model of brand choice calibrated on scanner data. Marketing Sci. (1983) 2(3):203–238Link, Google Scholar
- . Impact of sales promotions on when, what, and how much to buy. J. Marketing Res. (1988) 25(4):342–355Crossref, Google Scholar
- Customers as assets. J. Interactive Marketing (2003) 17(1):9–24Crossref, Google Scholar
- Managing Customers as Investments (2005) (Wharton School Publishing, Upper Saddle River, NJ) Google Scholar
- . Valuing customers. J. Marketing Res. (2004) 41(1):7–18Crossref, Google Scholar
- . The relationships of customer satisfaction, customer loyalty, and profitability: An empirical study. Internat. J. Service Indust. Management (1996) 7(4):27–42Crossref, Google Scholar
- . Analytical challenges in customer acquisition. J. Direct Marketing (1997) 11(2):7–19Crossref, Google Scholar
- . What is the true value of a lost customer? J. Service Res. (2003) 5(3):196–208Crossref, Google Scholar
- . Linking customer assets to financial performance. J. Service Res. (2002) 5(1):26–38Crossref, Google Scholar
- , Ghosh Soumeh, Fedor Donald. Measuring the impact of quality initiatives on firm financial performance. Advances in the Management of Organizational Quality (1996) 1(JAI Press, Greenwich, CT) 1–37Google Scholar
- . Are non-financial measures leading indicators of financial performance? An analysis of customer satisfaction. J. Accounting Res. (1998) 36(3):1–35Crossref, Google Scholar
- . A structural demand analysis of wireless services under nonlinear pricing schemes. (2004) . Working paper, Columbia University, New YorkGoogle Scholar
- . Leveraging information across categories. Quant. Marketing Econom. (2003) 1(4):425–446Crossref, Google Scholar
- . Brand Loyalty: Measurement and Management (1978) (John Wiley & Sons, New York) Google Scholar
- . Customer lifetime value research in marketing: A review and future directions. J. Interactive Marketing (2002) 16(2Crossref, Google Scholar
- . Adjusting stated intention measures to predict trial purchase of new products: A comparison of models and methods. J. Marketing Res. (1989) 26(Aug.):336–345Crossref, Google Scholar
- . Why satisfied customers defect. Harvard Bus. Rev. (1995) 73(Nov.–Dec.):88–99Google Scholar
- . Advertising spending and market capitalization. (2005) . Working paper, Anderson School of Management, University of California, Los Angeles, CAGoogle Scholar
- . Consumer buying intentions and purchase probability: An experiment in survey design. J. Amer. Statist. Assoc. (1966) 61(Sept.):658–697Crossref, Google Scholar
- . Statistical Analysis of Failure Time Data (1980) (Wiley, New York) Google Scholar
- . On the reliability and predictive validity of purchase intention measures. Marketing Sci. (1982) 1(Summer):243–286Link, Google Scholar
- . Identifying innovators for the cross-selling of new products. Management Sci. (2004) 50(8):1120–1133Link, Google Scholar
- . Applying latent trait analysis in the evaluation of prospects for cross-selling of financial services. Internat. J. Res. Marketing (1991) 8(3):329–349Crossref, Google Scholar
- . Assessing the service-profit chain. Marketing Sci. (2002) 21(3):294–317Link, Google Scholar
- . Cross-selling through database marketing: A mixed data factor analyzer for data augmentation and prediction. Internat. J. Res. Marketing (2003) 20(1):45–65Crossref, Google Scholar
- . Choice models and customer relationship management. Marketing Lett. (2006) 16(4):279–291Google Scholar
- . Kanthal (A). (2001) . Case 9-190-002, Harvard Business School, Cambridge, MAGoogle Scholar
- . Loyalty Myths (2005) (John Wiley & Sons)Google Scholar
- Measurement of distributor commitment in industrial channels of distribution. J. Bus. Res. (1997) 40(2):139–154Crossref, Google Scholar
- Determining the going market value of a business in an emerging information technology industry: The case of the cellular communications industry. Tech. Forecasting Soc. Change (1995) 49:257–279Crossref, Google Scholar
- . Next-product-to-buy models for cross-selling applications. J. Interactive Marketing (2002) 16(3Crossref, Google Scholar
- The effects of supplier fairness on vulnerable resellers. J. Marketing Res. (1995) 32(Feb.):54–65Crossref, Google Scholar
- The impact of frequent shopper programs in grocery retailing. Quant. Marketing Econom. (2003) 1(2):179–202Crossref, Google Scholar
- . Do loyalty programs enhance behavioral loyalty? A market-wide analysis accounting for endogeneity. (2003) . Working paper, Tilburg University, Tilburg, The NetherlandsGoogle Scholar
- . Bagging and boosting classification trees to predict churn. J. Marketing Res. (2005) 43(2):276–286Crossref, Google Scholar
- . Customer acquisition promotions and customer asset value. (2003) . Working paper, University of Florida, Gainesville, FLGoogle Scholar
- . A dynamic programming approach to customer relationship pricing. Management Sci. (2005a) 51(6):986–994Link, Google Scholar
- . Incorporating strategic consumer behavior into customer valuation. J. Marketing (2005b) 69(4):230–238Crossref, Google Scholar
- . Cross-selling sequentially ordered products: An application to consumer banking services. J. Marketing Res. (2005) 42(2):233–239Crossref, Google Scholar
- . The diffusion of services. (2005) . Working paper, Tel Aviv University, Tel Aviv, IsraelGoogle Scholar
- . Employee, satisfaction, customer loyalty, and financial performance: An empirical examination of the service profit chain in retail banking. J. Service Res. (1998) 1(1):18–31Crossref, Google Scholar
- . Diamonds in the data mine. Harvard Bus. Rev. (2003) 81(May):109–113Google Scholar
- . Some possible antecedents and consequences of in-role and extra-role salesperson performance. J. Marketing (1998) 62(July):87–98Crossref, Google Scholar
- . Can we predict customer lifetime value? J. Interactive Marketing (2005) 19(1):2–16Crossref, Google Scholar
- . The shopping basket: A model for multicategory purchase incidence decisions. Marketing Sci. (1999) 18(2):95–114Link, Google Scholar
- . The effects of banner advertising on consumer inter-purchase times and expenditures in digital environments. J. Marketing Res. (2005) Google Scholar
- The impact of relationship type on customer loyalty in a context of service failures. J. Service Res. (2001) 4(4):91–101Crossref, Google Scholar
- . Temporal decay in satisfaction-intention relationship. Psych. Marketing (1989) 6(3):211–227Crossref, Google Scholar
- Ensuring customer satisfaction is a strategic issue, not just an operational one. AIC Customer Satisfaction Measurement Conf. (1993) Dec. 6–7Chicago, ILGoogle Scholar
- . Satisfaction, repurchase intent, and repurchase behavior: Investigating the moderating effect of customer characteristics. J. Marketing Res. (2001) 38(1):131–142Crossref, Google Scholar
- . Attribute-level performance, satisfaction, and behavioral intentions over time: A consumption-system approach. J. Marketing63(2):88–101Crossref, Google Scholar
- . Dual emphasis and the long-term financial impact of customer satisfaction. Marketing Sci. (2005) 24(4):531–543Link, Google Scholar
- . Relationships between providers and users of market research: The dynamics of trust within and between organizations. J. Marketing Res. (1992) 29(Aug.):314–329Crossref, Google Scholar
- The commitment-trust theory of relationship marketing. J. Marketing (1994) 58(July):20–38Crossref, Google Scholar
- . Does measuring intent change behavior? J. Consumer Res. (1993) 20(June):46–61Crossref, Google Scholar
- . Using segmentation to improve sales forecasts based on purchase intent: Which “Intenders” actually buy? J. Marketing Res. (1992) 29(November):391–405Crossref, Google Scholar
- . Stock market reactions to customer service changes. Strategic Management J. (1995) 16(1):39–53Crossref, Google Scholar
- . Do patient perceptions of quality relate to hospital financial performance? J. Health Care Marketing (1992) December:6–13Google Scholar
- . Defection detection: Measuring and understanding the predictive accuracy of customer churn models. J. Marketing Res. (2006) 43(2):204–211Crossref, Google Scholar
- , Scott L., Arnould F. Decreasing returns in customer loyalty: Does it really matter to delight customers. Advances in Consumer Research (1999) (Association for Consumer Research, Valdosta, GA) 469–476Google Scholar
- . Customer profitability in a supply chain. J. Marketing (2001) 65(July):1–16Crossref, Google Scholar
- . Cognitive, affective, and attribute bases of the satisfaction response. J. Consumer Res. (1993) 20(Dec.):418–430Crossref, Google Scholar
- . Satisfaction: A Behavioral Perspective on the Consumer (1997) (McGraw-Hill, New York) Google Scholar
- SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. J. Retailing (1988) 64(Spring):12–40Google Scholar
- Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research. J. Marketing (1994) 58:111–124Crossref, Google Scholar
- . Modeling customer relationships as Markov chains. J. Interactive Marketing (2000) 14(2):43–55Crossref, Google Scholar
- The Loyalty Effect (1996) (Harvard Business School Press, Boston, MA) Google Scholar
- The one number you need. Harvard Bus. Rev. (2003) 81(12):46–54Google Scholar
- . Zero defections: Quality comes to services. Harvard Bus. Rev. (1990) Sept.–Oct.):105–111Google Scholar
- On the profitability of long-life customers in a noncontractual setting: An empirical investigation and implications for marketing. J. Marketing (2000) 64(Oct.):17–35Crossref, Google Scholar
- The impact of customer relationship characteristics on profitable lifetime duration. J. Marketing (2003) 67(1):77–99Crossref, Google Scholar
- Balancing acquisition and retention resources to maximize customer profitability. J. Marketing (2005) 69(1):63–79Crossref, Google Scholar
- . Customer loyalty to the salesperson and the store: Examining relationship customers in an upscale retail context. J. Personal Selling Sales Management (2000) 20(2):89–99Google Scholar
- . Case of a pharmaceutical company: Using business outcomes modeling to build customer loyalty. Gallup Consulting Group (1999) . Princeton, NJGoogle Scholar
- . The employee-customer-profit chain at Sears. Harvard Bus. Rev. (1998) Jan.–Feb.):83–97Google Scholar
- . Customer satisfaction, customer retention, and market share. J. Retailing (1993) 69(2):193–215Crossref, Google Scholar
- . Return on marketing: Using customer equity to focus marketing strategy. J. Marketing (2004) 68(1):109–126Crossref, Google Scholar
- . Return on quality (ROQ): Making service quality financially accountable. J. Marketing (1995) 59(April):58–70Crossref, Google Scholar
- . Management of Service Operations: Text and Cases (1978) (Allyn & Bacon, Boston, MA) Google Scholar
- . Customer base analysis: An industrial purchase process application. Marketing Sci. (1994) 13(1):41–68Link, Google Scholar
- . Counting your customers: Who are they and what will they do next? Management Sci. (1987) 33(1):1–24Link, Google Scholar
- . Effects of supplier reliability and benevolence in business marketing. J. Bus. Res. (2000) 49(3):259–270Crossref, Google Scholar
- . Loyalty programs and their impact on repeat-purchase loyalty patterns. Internat. J. Res. Marketing (1997) 14(5):473–486Crossref, Google Scholar
- Editorial: Brand loyalty programs: Are they shams? Marketing Sci. (2005) 24(2):185–193Link, Google Scholar
- . Dynamic catalog mailing policies. Management Sci. (2006) 52(5):633–696Link, Google Scholar
- . Consumer trust, value and loyalty in relational exchanges. J. Marketing (2002) 66(Jan.):15–37Crossref, Google Scholar
- . Advertising loyalty, exposure and brand purchase: A two-stage model of choice. J. Marketing Res. (1988) 25(2):134–145Crossref, Google Scholar
- . A methodology for linking customer acquisition to customer retention. J. Marketing Res. (2001) 38(2):262–268Crossref, Google Scholar
- . Recapturing lost customers. J. Marketing Res. (2004) 16(Feb.):31–45Crossref, Google Scholar
- Getting the most out of all your customers. Harvard Bus. Rev. (2004) 82(July–Aug.):116–123Google Scholar
- Models of consumer satisfaction formation: An extensive. J. Marketing Res. (1988) 25(2):204–212Crossref, Google Scholar
- A customer lifetime value framework for customer selection and resource allocation strategy. J. Marketing (2004) 68(4):106–125Crossref, Google Scholar
- The impact of satisfaction and payment equity on cross-buying: A dynamic model for a multi-service provider. J. Retailing (2001) 77(3):359–378Crossref, Google Scholar
- The effect of relational constructs on customer referrals and number of services purchased from a multiservice provider: Does age of relationship matter? J. Acad. Marketing Sci. (2002) 30(3):202–216Crossref, Google Scholar
- . Linking service quality, customer satisfaction, and behavior. J. Health Care Marketing (1989) 9(4):5–13Google Scholar
- , Zeithaml Valarie A. A critical review of consumer satisfaction. Review of Marketing (1990) (American Marketing Association, Chicago, IL) Google Scholar
- . Modeling the sales and customer equity effects of the marketing mix. (2005) . Working paper, UCLA, Los Angeles, CAGoogle Scholar
- Consumer perceptions of price, quality, and value: A conceptual model and synthesis of research. J. Marketing (1988) 52(July):2–22Crossref, Google Scholar
- Service Quality (2004) (MSI Relevant Knowledge Series, Cambridge, MA) Google Scholar
- The behavioral consequences of service quality. J. Marketing (1996) 60(April):31–46Crossref, Google Scholar

