Recapturing Lost Customers

Journal of Marketing Research

Volumn 41, Issue 1, 2004, Pages 31-45

  Thomas, Jacquelyn S ^a   Blattberg, Robert C ^b,c   Fox, Edward J ^d,e  

^a Medill School of Journalism   (United States)

^b JL Kellogg Grad Sch of Mgmt   (United States)

^c NORTHWESTERN UNIVERSITY   (United States)

^d JCPenney Ctr for Retail Excellence   (United States)

^e SOUTHERN METHODIST UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 1442357155     PISSN: 00222437     EISSN: None     Source Type: Journal    
DOI: 10.1509/jmkr.41.1.31.25086     Document Type: Article

References (51)

1. Ainslie, Andrew and Peter E. Rossi (1998), "Similarities in Choice Behavior Across Product Categories," Marketing Science, 17 (2), 91-106.
2. Amemiya, Takeshi (1985), Advanced Econometrics. Cambridge, MA: Harvard University Press.
3. Bawa, Kapil (1990), "Modeling Inertia and Variety Seeking Tendencies in Brand Choice Behavior," Marketing Science, 9 (3), 263-78.
4. Berger, Paul D. and Nada I. Nasr-Bechwati (2001), "The Allocation of Promotion Budget to Maximize Customer Equity," OMEGA: The International Journal of Management Science, 29 (1), 49-61.
5. Blattberg, Robert C. and John Deighton (1996), "Manage Marketing by the Customer Equity Test," Harvard Business Review, 74 (July-August), 136-44.
6. _, Gary Getz, and Jacquelyn S. Thomas (2001), Customer Equity: Building and Managing Relationships as Valuable Assets. Boston: Harvard Business School Press.
7. Bolton, Ruth N. (1998), "A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction," Marketing Science, 17 (1), 45-67.
8. _, P.K. Kannan, and Matthew D. Bramlett (2000), "Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value," Journal of the Academy of Marketing Science, 28 (1), 95-108.
9. _ and Katherine N. Lemon (1999), "A Dynamic Model of Customers' Usage of Services: Usage as an Antecedent and Consequence of Satisfaction, " Journal of Marketing Research, 37 (May), 171-86.
10. Boulding, William, Ajay Kalra, and Richard Staelin (1999), "The Quality Double Whammy," Marketing Science, 18 (4), 463-84.
11. Casella, George and Edward I. George (1992), "Explaining the Gibbs Sampler," The American Statistician, 46 (August), 167-74.
12. Chib, Siddhartha (1993), "Bayes Inference in the Tobit Censored Regression Model," Journal of Econometrics, 51 (1-2), 79-99.
13. Cohen, Arthur R. (1960), "Attitudinal Consequences of Induced Discrepancies Between Cognitions and Behavior," Public Opinion Quarterly, 24 (2), 297-318.
14. Cox, David R. (1972), "Regression Models and Life Tables," Journal of the Royal Statistical Society, Series B (34), 187-200.
15. Dwyer, F. Robert (1989), "Customer Lifetime Valuation to Support Marketing Decision Making," Journal of Direct Marketing, 11 (4), 6-13.
16. Eagly, Alice H. and Shelly Chaiken (1993), The Psychology of Attitudes. Orlando, FL: Harcourt Brace Jovanovich.
17. Einhorn, Michael A. (1994), "Optimal Nonuniform Pricing with Generalized Consumer Choice," Journal of Industrial Economics, 42 (March), 105-112.
18. _ and Robin M. Hogarth (1981), "Behavioral Decision Theory: Process of Judgment and Choice," Annual Review of Psychology, 32, 53-88.
19. Festinger, L. (1957), A Theory of Cognitive Dissonance. Evanston, IL: Row, Peterson.
20. _ (1964), Conflict, Decision, and Dissonance. Stanford, CA: Stanford University Press.
21. Ganesh, Jaishankar, Mark J. Arnold, and Kristy E. Reynolds (2000), "Understanding the Customer Base of Service Providers: An Examination of the Differences Between Switchers and Stayers," Journal of Marketing, 64 (July), 65-87.
22. Gelfand, Alan E. and Adrian F.M. Smith (1990), "Sampling-Based Approaches to Calculating Marginal Densities," Journal of the American Statistical Association, 85 (410), 398-409.
23. Griffin, Jill and Michael W. Lowenstein (2001), Customer Winback: How to Recapture Lost Customers - And Keep Them Loyal. San Francisco: Jossey-Bass.
24. Hansotia, Behram J. and Paul Wang (1997), "Analytical Challenges in Customer Acquisition," Journal of Direct Marketing, 11 (2), 7-19.
25. Heckman, James (1979), "Sample Selection Bias as a Specification Error," Econometrica, 47 (January), 153-61.
26. Helsen, Kristiaan and David Schmittlein (1993), "Analyzing Duration Times in Marketing: Evidence for the Effectiveness of Hazard Rate Models," Marketing Science, 11 (4), 395-414.
27. Hughes, Arthur M. (1996), The Complete Database Marketer, Rev. ed. Chicago: Irwin Professional Publishing.
28. Jain, Dipak and Siddhartha S. Singh (2002), "Customer Lifetime Value Research in Marketing: A Review and Future Directions," Journal of Interactive Marketing, 16 (2), 34-46.
29. Kahneman, Daniel and Amos Tversky (1979), "Prospect Theory: An Analysis of Decision Under Risk," Econometrica, 47 (March), 263-91.
30. Kalyanam, Kirthi (1996), "Pricing Decisions Under Demand Uncertainty: A Bayesian Mixture Model Approach," Marketing Science, 15 (3), 207-221.
31. Kalyanaram, Gurumurthy and Russell S. Winer (1995), "Empirical Generalizations from Reference Price Research," Marketing Science, 14 (3), G161-G169.
32. Keaveney, Susan M. (1995), "Customer Switching Behavior in Service Industries: An Exploratory Study," Journal of Marketing, 59 (2), 71-82.
33. Kiley, Kathleen (1996), "Back to Life," Catalog Age, 13 (2), 37-38.
34. Krishnamurthi, Lakshman, Tridib Mazumdar, and S.P. Raj (1992), "Asymmetric Response to Price in Consumer Brand Choice and Purchase Quantity Decisions," Journal of Consumer Research, 19 (3), 387-400.
35. Mahajan, Vijay, Eitan Muller, and Frank M. Bass (1993), "New Product Diffusion Models," in Marketing, Vol. 5, Handbooks in Operations Research and Management Science, Jehoshua Eliashberg and G.L. Lilien, eds. Amsterdam: North-Holland, 349-408.
36. Marple, Mark and Michael Zimmerman (1999), "A Customer Retention Strategy," Mortgage Banking, 59 (11), 45-49.
37. Pfeifer, Phillip E. and Robert L. Carraway (2000), "Modeling Customer Relationships as Markov Chains," Journal of Interactive Marketing, 14 (2), 43-55.
38. Reichheld, Frederick F. (1996), The Loyalty Effect. Boston: Harvard Business School Press.
39. _ and W. Earl Sasser Jr. (1990), "Zero Defections: Quality Comes to Services," Harvard Business Review, 68 (September-October), 105-111.
40. Reinartz, Werner and V. Kumar (2000), "On the Profitability of Long-Life Customers in a Noncontractual Setting: An Empirical Investigation and Implications for Marketing," Journal of Marketing, 64 (October), 17-35.
41. Rust, Roland T., Katherine N. Lemon, and Valarie A. Zeithaml (2001), "Driving Customer Equity: Linking Customer Lifetime Value to Strategic Marketing Decisions," working paper, Department of Marketing, University of Maryland.
42. _, Valarie A. Zeithaml, and Katherine N. Lemon (2000), Driving Customer Equity: How Customer Lifetime Value Is Reshaping Corporate Strategy. New York: The Free Press.
43. Samuelson, William and Richard Zeckhauser (1988), "Status Quo Bias in Decision Making," Journal of Risk and Uncertainty, 1 (1), 7-59.
44. Schmid, Jack (1998), "The 8 Commandments ... of Design," Catalog Age, 15 (1), 57-64.
45. Schmittlein, David C., Donald G. Morrison, and Richard Colombo (1987), "Counting Your Customers: Who Are They and What Will They Do Next?" Management Science, 33 (1), 1-24.
46. _ and Robert Peterson (1994), "Customer Base Analysis: An Industrial Purchase Process Application," Marketing Science, 13 (Winter), 41-67.
47. Stauss, Bernd and Christian Friege (1999), "Regaining Service Customers," Journal of Service Research, 1 (4), 347-61.
48. Thaler, Richard (1985), "Mental Accounting and Consumer Choice," Marketing Science, 4 (Summer), 199-214.
49. Thomas, Jacquelyn S. (2001), "A Methodology for Linking Customer Acquisition to Customer Retention," Journal of Marketing Research, 38 (May), 262-68.
50. Varki, Sajeev and Mark Colgate (2001), "The Role of Price Perceptions in an Integrated Model of Behavioral Intentions," Journal of Service Research, 3 (3), 232-40.
51. Villas-Boas, J. Miguel and Russell S. Winer (1999), "Endogeneity in Brand Choice Models," Management Science, 45 (October), 1324-38.