Customer equity management as formative second-order construct

Journal of Business Research

Volumn 61, Issue 12, 2008, Pages 1292-1301

  Bruhn, Manfred ^a   Georgi, Dominik ^b   Hadwich, Karsten ^a  

^a UNIVERSITY OF BASEL   (Switzerland)

^b FRANKFURT SCHOOL OF FINANCE AND MANAGEMENT   (Germany)

Author keywords

Customer equity; Customer equity management; Customer value; Formative indicators; Management implementation; Second order construct

Indexed keywords

EID: 54349114521     PISSN: 01482963     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jbusres.2008.01.016     Document Type: Article

References (39)

1. Armstrong J.S., and Overton T.S. Estimating nonresponse bias in mail surveys. J Mark Res 14 3 (1977) 396-402
2. Bagozzi R.P. Structural equation models in marketing research: basic principles. In: Bagozzi R. (Ed). Principles of marketing research (1994), Blackwell, Oxford 317-385
3. Barbarosogilu G., and Tuelin Y. A decision support model for customer value assessment and supply quota allocation. Prod Plan Control 11 6 (2000) 608-616
4. Bell D., Deighton J., Reinartz W.J., Rust R.T., and Swartz G. Seven barriers to customer equity management. J Serv Res 5 1 (2002) 77-85
5. Berger P.D., Bolton R.N., Bowman D., Briggs E., Kumar V., Parasuraman A., et al. Marketing actions and the value of customer assets: a framework for customer asset management. J Serv Res 5 1 (2002) 39-45
6. Berger P.D., and Nasr N.I. Customer lifetime value: marketing models and applications. J Interact Market 12 1 (1998) 17-30
7. Blattberg R., Getz G., and Thomas J. Customer equity: building and managing relationships as valuable assets (2001), Harvard Business School Press, Boston
8. Blattberg R.C., and Deighton J. Manage marketing by the customer equity test. Harvard Bus Rev 74 4 (1996) 136-144
9. Bollen K., and Lennox R. Conventional wisdom on measurement: a structural equation perspective. Psychol Bull 110 2 (1991) 305-314
10. Bolton R.N. A dynamic model of the duration of the customer's relationship with a continuous service provider: the role of satisfaction. Mark Sci 17 1 (1998) 45-65
11. Brusco M.J., Cradit J.D., and Tashian A. Multicriterion clusterwise regression for joint segmentation settings: an application to customer value. J Mark Res 40 2 (2003) 225-234
12. Calciu M., and Salerno F. Customer value modelling: synthesis and extension proposals. J Target Meas Anal Mark 11 2 (2002) 124-147
13. Cohen J. Statistical power analysis for the behavioral sciences. 2nd ed. (1988), Lawrence Erlbaum Associates, Hillsdale, NJ
14. Diamantopoulos A. The error term in formative measurement models: interpretation and modeling implications. J Model Manage 1 1 (2006) 7-17
15. Diamantopoulos A., and Winklhofer H.M. Index construction with formative indicators: an alternative to scale development. J Mark Res 38 2 (2001) 269-277
16. Dias S., Pihlens D., and Ricci L. Understanding the drivers of customer value: the fusion of macro and micromodelling. J Target Meas Anal Mark 10 3 (2002) 269-281
17. Dwyer F.R. Customer lifetime valuation to support marketing decision making. J Direct Mark 9 1 (1989) 79-84
18. Garland R. Share of wallet's role in customer profitability. J Financ Serv Mark 8 3 (2004) 259-268
19. Hansotia B.J., and Wang P. Analytical challenges in customer acquisition. J Direct Mark 11 2 (1997) 7-19
20. Hogan J.E., Lemon K.N., and Rust R.T. Customer equity management: charting new directions for the future of marketing. J Serv Res 5 1 (2002) 4-12
21. Jarvis C.B., Mackenzie S.B., Podsakoff P.M., Mick D.G., and Bearden W.O. A critical review of construct indicators and measurement model misspecification in marketing and consumer research. J Consum Res 30 2 (2003) 199-218
22. Kalwani M.U., and Narayandas N. Long-term manufacturer-supplier relationships: do they pay off for the supplier firm?. J Mark 59 1 (1995) 1-16
23. Kleinbaum D.G., Kupper L., and Muller K.E. Applied regression analysis and other multivariate methods. 2nd ed. (1988), PWS-Kent, Boston
24. Libai B., Narayandas D., and Humby C. Toward an individual customer profitability model: a segment-based approach. J Serv Res 5 1 (2002) 69-76
25. MacKenzie S.B., Podsakoff P.M., and Jarvis C.B. The problem of measurement model misspecification in behavioral and organizational research and some recommended solutions. J Appl Psychol 90 4 (2005) 710-730
26. Marcus C. A practical yet meaningful approach to customer segmentation. J Consum Mark 15 5 (1998) 494-504
27. Miles M.B., and Huberman A.M. Qualitative data analysis: an expanded sourcebook. 2nd ed. (1994), Sage Publications, Thousand Oaks, CA
28. Ness J.A., Schroeck M.J., Letendre R.A., and Douglas W.J. The role of ABM in measuring customer value, part two. Strateg Financ 82 10 (2001) 44-49
29. Payne A., Holt S., and Frow P. Relationship value management: exploring the integration of employee, customer and shareholder value and enterprise performance models. J Market Manag 17 7/8 (2001) 785-817
30. Pfeifer P.E., and Carraway R.L. Modeling customer relationships as Markov Chains. J Interact Market 14 2 (2000) 43-55
31. Reinartz W., Krafft M., and Hoyer W.D. The customer relationship management process: its measurement and impact on performance. J Mark Res 41 3 (2004) 293-305
32. Reinartz W.J., and Kumar V. On the profitability of long-life customers in a non-contractual setting: an empirical investigation and implications for marketing. J Mark 64 4 (2000) 17-35
33. Reinartz W.J., and Kumar V. The impact of customer relationship characteristics on profitable lifetime duration. J Mark 67 1 (2003) 77-99
34. Rust R.T., Lemon K.N., and Zeithaml V.A. Driving customer equity: how customer lifetime value is reshaping corporate strategy (2000), Free Press, New York
35. Sargeant A. Customer lifetime value and marketing strategy: how to forge the link. Mark Rev 1 4 (2001) 427-440
36. Schmittlein D.C., Morrison D.G., and Columbo R. Counting your customers: who are they and what will they do next?. Manage Sci 33 1 (1987) 1-24
37. Storbacka K. Segmentation based on customer profitability: retrospective analysis of retail bank customer bases. J Market Manag 13 5 (1997) 479-492
38. Strauss A.L., and Corbin J. Basics of qualitative research: techniques and procedures for developing grounded theory. 2nd ed. (1998), Sage Publications, Newbury Park, CA
39. Ulaga W., and Eggert A. Value-based differentiation in business relationships: gaining and sustaining key supplier status. J Mark 70 1 (2006) 119-136