Ignoring Your Best Customer?

References

• Ansari , Asim , Mela , Carl and Neslin , Scott A. 2005 . Customer Channel Migration Working Paper, Tuck School of Business, Dartmouth College, January 2005
   Google Scholar
• Anderson , Eugene , Fornell , Claes and Rust , Roland T. 1997 . Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services . Marketing Science , 16 ( 2 ) : 129 – 145 .
   Web of Science ®Google Scholar
• Anderson , Eugene and Sullivan , Mary W. 1993 . The Antecedents and Consequences of Customer Satisfaction for Firms . Marketing Science , 12 ( 2 ) : 125 – 143 .
   Web of Science ®Google Scholar
• Bearden , William O. and Teel , Jesse E. 1983 . Selected Determinants of Customer Satisfaction and Complaint Reports . Journal of Marketing Research , 20 : 21 – 28 . February
   Web of Science ®Google Scholar
• Becker , G. 1965 . A Theory of the Allocation of Time . Economic Journal , 75 : 493 – 517 .
   Web of Science ®Google Scholar
• Bergadaa , Michelle . 1990 . The Role of Time in the Action of the Consumer . Journal of Consumer Behavior , 17 : 289 – 302 . December
   Web of Science ®Google Scholar
• Bolton , Ruth N. 1998 . “A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction,” (1998) . Marketing Science , 1 ( 17 ) : 45 – 65 .
   Google Scholar
• Bolton , Ruth N. and Drew , James H. 1991a . A Multistage Model of Customers' Assessments of Service Quality and Value . Journal of Consumer Research , 17 : 375 – 384 . March
   Web of Science ®Google Scholar
• Bolton , Ruth and James , Drew . 1991b . A Longitudinal Analysis of the Impactof Service Changes on Customer Attitudes . Journal of Marketing , 55 : 1 – 9 . January
   Web of Science ®Google Scholar
• Bolton , Ruth N. and Lemon , Katherine N. A Dynamic Model of Customers' Usage of Services: Usage as an Antecedent and Consequence of Satisfaction , 98 – 106 . Cambridge, MA : Marketing Science Institute . Marketing Science Institute Working Paper
   Google Scholar
• Boulding , William , Kalra , Ajay , Staelin , Richard and Zeithaml , Valerie A. 1993 . A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions . Journal of Marketing Research , 30 : 7 – 27 . February
   Web of Science ®Google Scholar
• Boulding , William , Kalra , Ajay and Richard , Staelin . 1998 . The Quality Double Whammy Duke University Working Paper
   Google Scholar
• Burnham , Thomas A. , Frels , Judy K. and Vijay , Mahajan . 2003 . Consumer Switching Costs: A Typology, Antecedents and Consequences . Journal of Academy of Marketing Science , 31 ( 2 ) : 109 – 126 .
   Web of Science ®Google Scholar
• Churchill , Gilbert A. and Suprenant , C. 1982 . An Investigation into the Determinants of Customer Satisfaction . Journal of Marketing Research , 19 : 491 – 504 . November
   Web of Science ®Google Scholar
• Cronin , Joseph J. and Taylor , Steven A. 1992 . Measuring Service Quality: A Reexamination and Extension . Journal of Marketing , 56 : 55 – 68 . July
   Web of Science ®Google Scholar
• Crosby , Lawrence A. and Nancy , Stephens . 1987 . Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry . Journal of Marketing Research , 24 : 404 – 411 . November
   Web of Science ®Google Scholar
• Garbarina , Ellen and Johnson , Mark S. 1999 . The Different Roles of Satisfaction, Trust and Commitment in Customer Relationships . Journal of Marketing , 63 : 70 – 87 . April
   Google Scholar
• Hauser , John R. , Simester , Duncan I. and Birger , Wernerfelt . 1994 . Customer Satisfaction Incentives . Marketing Science , 13 ( 4 ) : 327 – 350 .
   Web of Science ®Google Scholar
• Jeffrey , Jaclyn R. and Franco , John J. Identifying a Company's Most Profitable Consumers: The First Step in Intelligent Customer Retention 1996 . Information Strategy , 15 – 21 . Summer
   Google Scholar
• Kamakura , Wagner A. , Wedel , Michel , de Rosa , Fernando and Mazzon , Jose A. 2003 . Cross-selling through Database Marketing: A Mixed Data Factor Analyzer for Data Augmentation and Prediction . International Journal of Research in Marketing , 20 : 45 – 65 .
   Web of Science ®Google Scholar
• Kotler , Philip . 1994 . Marketing Management: Analysis, Planning, Implementation, and Control, , 8th ed. , New Jersey : Prentice-Hall .
   Google Scholar
• LaBarbera , Priscilla A. and David , Mazursky . 1983 . A Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process . Journal of Marketing Research , 20 : 393 – 404 . November
   Web of Science ®Google Scholar
• Lemon , Katherine N. , White , Tiffany B. and Winer , Russell S. 2002 . Dynamic Customer Relationship Management: Incorporating Future Considerations into the Service Retention Decision . Journal of Marketing , 66 ( 1 ) : 1 – 14 .
   Web of Science ®Google Scholar
• Lewis , Michael . 2005 . A Dynamic Programming Approach to Customer Relationship Pricing . Management Science , 51 ( 6 ) : 981 – 994 .
   Google Scholar
• Li , Shibo , Montgomery , Alan and Sun , Baohong . Introducing What Financial Product to Which Customer at What Time-An Empirical Analysis of Customized and Dynamic Cross-selling Campaigns , Carnegie Mellon University . working paper
   Google Scholar
• Li , Shibo , Sun , Baohong and Ronald , Wilcox . 2005 . Cross-selling Sequentially Ordered Products: An Application to Consumer Banking Services . Journal of Marketing Research , XLII : 233 – 239 . May
   Google Scholar
• Lowenstein , Michael W. 1996 . Keep Them Coming Back . Marketing Tools , : 54 – 57 . May
   Google Scholar
• Oliver , Richard L. 1980 . A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions . Journal of Marketing Research , 17 : 460 – 469 . September
   Web of Science ®Google Scholar
• Oliver , Richard L. and Swann , John E. 1989 . Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach . Journal of Marketing , 53 : 21 – 35 . April
   Web of Science ®Google Scholar
• Purasuraman , A. , Zeithaml , Valerie A. and Berry , Leonard L. 1988 . SERVQUAL: A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality . Journal of Retailing , : 12 – 40 . Spring
   Google Scholar
• Reichheld , Frederick F. and Earl Sasser , W. 1990 . Zero Defections: Quality Comes to Services . Harvard Business Review , : 105 – 111 . September-October
   PubMed Web of Science ®Google Scholar
• Reinartz , Werner and Kumar , V. 2000a . On the Profitability of Long-Life Customers in a Noncontractural Setting: An Empirical Investigation and Implications for Marketing . Journal of Marketing , 64 : 17 – 35 . October
   Web of Science ®Google Scholar
• Reinartz , Werner and Kumar , V. 2000b . The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration . Journal of Marketing , 67 : 77 – 99 . January
   Google Scholar
• Reinartz , Werner J. and Kumar , V. 2003 . The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration . Journal of Marketing , 67 ( 1 ) : 77 – 99 .
   Web of Science ®Google Scholar
• Rust , Roland T. and Chung , Tuck Siong . 2006 . Marketing Models of Service and Relationships . Marketing Science , 25 ( 6 ) : 560 – 584 .
   Web of Science ®Google Scholar
• Rust , Roland T. , Lemon , Katherine N. and Zeithaml , Valarie A. 2004 . Return on Marketing: Using Customer Equity to Focus Marketing Strategy . Journal of Marketing , 68 ( 1 ) : 109
   Web of Science ®Google Scholar
• Speer , Tibbett L. 1996 . They Complain Because They Care . American Demographics , : 13 – 14 . May
   Google Scholar
• Sun , Baohong . 2006 . Technology Innovation and Implications for Customer Relationship Management . Marketing Science , 25 ( 6 ) : 594 – 599 .
   Web of Science ®Google Scholar
• Sun , Baohong , Li , Shibo and Catherine , Zhou . 2006 . ‘Adaptive’ Learning and ‘Proactive’ Customer Relationship Management . Journal of Interactive Marketing , 20 ( 3/4 ) : 82
   Google Scholar
• Sun , Baohong and Shibo , Li . 2005 . Improving Effectiveness of Customer Service in a Cost-Efficient Way-Empirical Investigation of Service Allocation Decisions with Out-Sourced Centers , Carnegie Mellon University . Working Paper
   Google Scholar
• Tse , David K. and Wilton , Peter C. 1988 . Models of Consumer Satisfaction Formation: An Extension . Journal of Marketing Research , : 204 – 212 . May
   Web of Science ®Google Scholar
• Venkatesan , Rajkumar and Kumar , V. 2004 . A Customer Lifetime Value Framework for Customer Selection and Resource Allocation Strategy . Journal of Marketing , 68 : 105 – 125 . October
   Google Scholar
• Westbrook , Robert A. 1980a . A Rating Scale for Measuring Product/Service Satisfaction . Journal of Marketing , 44 : 68 – 72 . Fall
   Web of Science ®Google Scholar
• Westbrook , Robert A. 1980b . Intrapersonal Affective Influences on Consumer Satisfaction with Products . Journal of Consumer Research , 7 : 49 – 54 . June
   Web of Science ®Google Scholar