메뉴 건너뛰기




Volumn 18, Issue 2, 2010, Pages 127-140

Customer loyalty and lifetime value: An empirical investigation of consumer packaged goods

Author keywords

[No Author keywords available]

Indexed keywords


EID: 77649099645     PISSN: 10696679     EISSN: None     Source Type: Journal    
DOI: 10.2753/MTP1069-6679180202     Document Type: Article
Times cited : (48)

References (66)
  • 1
    • 14844303561 scopus 로고    scopus 로고
    • Curvilinear effects of consumer loyalty determinants in relational exchanges
    • Agustin, Clara, and Jagdip Singh (2005), "Curvilinear Effects of Consumer Loyalty Determinants in Relational Exchanges," Journal of Marketing Research, 42 (1), 96-108.
    • (2005) Journal of Marketing Research , vol.42 , Issue.1 , pp. 96-108
    • Clara, A.1    Singh, J.2
  • 2
    • 0011939750 scopus 로고
    • Customer satisfaction, market share, and profitability: Findings from sweden
    • July
    • Anderson, Eugene W., Claes Fornell, and Ronald R. Lehmann (1994), "Customer Satisfaction, Market Share, and Profitability: Findings from Sweden," Journal of Marketing, 58 (July), 53-66.
    • (1994) Journal of Marketing , vol.58 , pp. 53-66
    • Anderson, E.W.1    Fornell, C.2    Lehmann, R.R.3
  • 3
    • 0031286053 scopus 로고    scopus 로고
    • Customer satisfaction, productivity, and profitability: Difference between goods and services
    • ---, ---, and Roland T. Rust (1997), "Customer Satisfaction, Productivity, and Profitability: Difference Between Goods and Services," Marketing Science, 16 (2), 129-145.
    • (1997) Marketing Science , vol.16 , Issue.2 , pp. 129-145
    • Rust, R.T.1
  • 4
    • 0000486854 scopus 로고
    • Situational variables and consumer behavior
    • Belk, Russell W. (1975), "Situational Variables and Consumer Behavior," Journal of Consumer Research, 2 (3), 157-164.
    • (1975) Journal of Consumer Research , vol.2 , Issue.3 , pp. 157-164
    • Belk, R.W.1
  • 6
    • 0002626084 scopus 로고    scopus 로고
    • Customer lifetime value: Marketing models and applications
    • Berger, Paul D., and Nada I. Nasr (1998), "Customer Lifetime Value: Marketing Models and Applications," Journal of Interactive Marketing, 12 (1), 17-30.
    • (1998) Journal of Interactive Marketing , vol.12 , Issue.1 , pp. 17-30
    • Berger, P.D.1    Nasr, N.I.2
  • 7
    • 0034134862 scopus 로고    scopus 로고
    • A longitudinal analysis of satisfaction and profitability
    • Bernhardt, Kenneth L., Naveen Donthu, and Pamela A. Kennett (2000), "A Longitudinal Analysis of Satisfaction and Profitability," Journal of Business Research, 47 (2), 161-171.
    • (2000) Journal of Business Research , vol.47 , Issue.2 , pp. 161-171
    • Bernhardt, K.L.1    Donthu, N.2    Kennett, P.A.3
  • 8
    • 0030194591 scopus 로고    scopus 로고
    • Manage marketing by the customer equity test
    • Blattberg, Robert C., and John Deighton (1996), "Manage Marketing by the Customer Equity Test," Harvard Business Review, 74 (4), 136-144.
    • (1996) Harvard Business Review , vol.74 , Issue.4 , pp. 136-144
    • Blattberg, R.C.1    Deighton, J.2
  • 9
    • 0344992568 scopus 로고    scopus 로고
    • Boston: Harvard Business School Press
    • ---, Gary Getz, and Jacquelyn Thomas (2001), Customer Equity, Boston: Harvard Business School Press.
    • (2001) Customer Equity
    • Getz, G.1    Thomas, J.2
  • 10
    • 38849086727 scopus 로고    scopus 로고
    • Customer lifetime value measurement
    • Borle, Sharad, Siddharth S. Singh, and Dipak C. Jain (2008), "Customer Lifetime Value Measurement," Management Science, 54 (1), 100-115.
    • (2008) Management Science , vol.54 , Issue.1 , pp. 100-115
    • Sharad, B.1    Singh, S.S.2    Jain, D.C.3
  • 11
    • 10844235546 scopus 로고    scopus 로고
    • Linking customer management effort to customer profitability in business markets
    • Bowman, Douglas, and Das Narayandas (2004), "Linking Customer Management Effort to Customer Profitability in Business Markets," Journal of Marketing Research, 41 (4), 433-447.
    • (2004) Journal of Marketing Research , vol.41 , Issue.4 , pp. 433-447
    • Douglas, B.1    Narayandas, D.2
  • 13
    • 65249166948 scopus 로고    scopus 로고
    • Examining the impact of service quality: A meta- analysis of empirical evidence
    • Carrillat, François A., Fernando Jaramillo, and Jay Prakash Mulki (2009), "Examining the Impact of Service Quality: A Meta- Analysis of Empirical Evidence," Journal of Marketing Theory and Practice, 17 (2), 95-110.
    • (2009) Journal of Marketing Theory and Practice , vol.17 , Issue.2 , pp. 95-110
    • François, A.1    Jaramillo, F.2    Prakash Mulki, J.3
  • 14
    • 0347263953 scopus 로고    scopus 로고
    • Does brand loyalty mediate brand equity outcomes?
    • Chaudhuri, Arjun (1999), "Does Brand Loyalty Mediate Brand Equity Outcomes?" Journal of Marketing Theory and Practice, 7 (2), 136-146.
    • (1999) Journal of Marketing Theory and Practice , vol.7 , Issue.2 , pp. 136-146
    • Arjun, C.1
  • 16
    • 77951516228 scopus 로고
    • Customer loyalty: Toward an integrated conceptual framework
    • Dick, Alan S., and Kunal Basu (1994), "Customer Loyalty: Toward an Integrated Conceptual Framework," Journal of the Academy of Marketing Science, 22 (2), 99-113.
    • (1994) Journal of the Academy of Marketing Science , vol.22 , Issue.2 , pp. 99-113
    • Dick Alan, S.1    Basu, K.2
  • 17
    • 0001947325 scopus 로고    scopus 로고
    • Customer lifetime valuation to support marketing decision making
    • Dwyer, F. Robert (1997), "Customer Lifetime Valuation to Support Marketing Decision Making," Journal of Interactive Marketing, 11 (4), 6-13.
    • (1997) Journal of Interactive Marketing , vol.11 , Issue.4 , pp. 6-13
    • Dwyer, F.R.1
  • 19
    • 3843089630 scopus 로고    scopus 로고
    • Understanding brand performance measures: Using dirichlet benchmarks
    • ---, Mark D. Uncles, and Gerald J. Goodhardt (2004), "Understanding Brand Performance Measures: Using Dirichlet Benchmarks," Journal of Business Research, 57 (12), 1307-1325.
    • (2004) Journal of Business Research , vol.57 , Issue.12 , pp. 1307-1325
    • Mark, D.U.1    Goodhardt, G.J.2
  • 20
    • 0030487276 scopus 로고    scopus 로고
    • Modeling consumer choice among SKUs
    • Fader, Peter S., and Bruce G.S. Hardie (1996), "Modeling Consumer Choice Among SKUs," Journal of Marketing Research, 33 (4), 442-452.
    • (1996) Journal of Marketing Research , vol.33 , Issue.4 , pp. 442-452
    • Fader, P.S.1    Hardie, S.B.G.2
  • 21
    • 28444470190 scopus 로고    scopus 로고
    • RFM and CLV: Using ISO-value curves for customer base analysis
    • ---, ---, and Ka Lok Lee (2005), "RFM and CLV: Using ISO-Value Curves for Customer Base Analysis," Journal of Marketing Research, 42 (4), 415-430.
    • (2005) Journal of Marketing Research , vol.42 , Issue.4 , pp. 415-430
    • Lee, K.L.1
  • 22
    • 0030518346 scopus 로고    scopus 로고
    • The American customer satisfaction index: Nature, purpose, and findings
    • Fornell, Claes, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha, and Bryant B. Everitt (1996), "The American Customer Satisfaction Index: Nature, Purpose, and Findings," Journal of Marketing, 60 (4), 7-18.
    • (1996) Journal of Marketing , vol.60 , Issue.4 , pp. 7-18
    • Claes, F.1    Johnson, M.D.2    Anderson, E.W.3    Cha, J.4    Everitt, B.B.5
  • 23
  • 26
    • 1442283713 scopus 로고    scopus 로고
    • Valuing customers
    • ---, ---, and Jennifer Ames Stuart (2004), "Valuing Customers," Journal of Marketing Research, 41 (1), 7-18.
    • (2004) Journal of Marketing Research , vol.41 , Issue.1 , pp. 7-18
    • Stuart, J.A.1
  • 27
    • 84992830388 scopus 로고    scopus 로고
    • What is the true value of a lost customer?
    • Hogan, John E., Katherine N. Lemon, and Barak Libai (2003), "What Is the True Value of a Lost Customer?" Journal of Service Research, 5 (3), 196-208.
    • (2003) Journal of Service Research , vol.5 , Issue.3 , pp. 196-208
    • Hogan, J.E.1    Lemon, K.N.2    Libai, B.3
  • 30
    • 0040078268 scopus 로고    scopus 로고
    • Customer lifetime value research in marketing: A review and future directions
    • 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.
    • (2002) Journal of Interactive Marketing , vol.16 , Issue.2 , pp. 34-46
    • Dipak, J.1    Singh, S.S.2
  • 31
    • 33646389851 scopus 로고    scopus 로고
    • The evolution of loyalty intentions
    • Johnson, Michael D., Andreas Herrmann, and Frank Huber (2006), "The Evolution of Loyalty Intentions," Journal of Marketing, 70 (2), 122-132.
    • (2006) Journal of Marketing , vol.70 , Issue.2 , pp. 122-132
    • Johnson, M.D.1    Herrmann, A.2    Huber, F.3
  • 33
    • 4344714021 scopus 로고    scopus 로고
    • The influence of loyalty programs and short-term promotions on customer retention
    • Lewis, Michael (2004), "The Influence of Loyalty Programs and Short-Term Promotions on Customer Retention," Journal of Marketing Research, 41 (3), 281-292.
    • (2004) Journal of Marketing Research , vol.41 , Issue.3 , pp. 281-292
    • Lewis, M.1
  • 34
    • 25144490553 scopus 로고    scopus 로고
    • Loyalty: The influences of satisfaction and brand community integration
    • McAlexander, James H., Stephen K. Kim, and Scott D. Roberts (2003), "Loyalty: The Influences of Satisfaction and Brand Community Integration," Journal of Marketing Theory and Practice, 11 (4), 1-11.
    • (2003) Journal of Marketing Theory and Practice , vol.11 , Issue.4 , pp. 1-11
    • McAlexander, J.H.1    Kim, S.K.2    Roberts, S.D.3
  • 35
    • 0006445632 scopus 로고
    • Conditional trend analysis: A model that allows for nonusers
    • August
    • Morrison, Donald G. (1969), "Conditional Trend Analysis: A Model That Allows for Nonusers," Journal of Marketing Research, 6 (August), 342-346.
    • (1969) Journal of Marketing Research , vol.6 , pp. 342-346
    • Morrison, D.G.1
  • 36
    • 0019610049 scopus 로고
    • Predicting future random events based on past performance
    • ---, and David C. Schmittlein (1981), "Predicting Future Random Events Based on Past Performance," Management Science, 27 (9), 1006-1023.
    • (1981) Management Science , vol.27 , Issue.9 , pp. 1006-1023
    • Schmittlein, D.C.1
  • 37
    • 0002581728 scopus 로고    scopus 로고
    • Customer profitability analysis: Measurement, concentration, and research directions
    • Mulhern, Francis J. (1999), "Customer Profitability Analysis: Measurement, Concentration, and Research Directions," Journal of Interactive Marketing, 13 (1), 25-40.
    • (1999) Journal of Interactive Marketing , vol.13 , Issue.1 , pp. 25-40
    • Mulhern, F.J.1
  • 38
    • 33744509693 scopus 로고    scopus 로고
    • Defection detection: Measuring and understanding the predictive accuracy of customer churn models
    • Neslin, Scott A., Sunil Gupta, Wagner Kamakura, Junxiang Lu, and Charlotte H. Mason (2006), "Defection Detection: Measuring and Understanding the Predictive Accuracy of Customer Churn Models," Journal of Marketing Research, 43 (2), 204-211.
    • (2006) Journal of Marketing Research , vol.43 , Issue.2 , pp. 204-211
    • Neslin, S.A.1    Gupta, S.2    Kamakura, W.3    Lu, J.4    Mason, C.H.5
  • 41
    • 0033439536 scopus 로고    scopus 로고
    • Whence consumer loyalty?
    • --- (1999), "Whence Consumer Loyalty?" Journal of Marketing, 63 (4), 33-44.
    • (1999) Journal of Marketing , vol.63 , Issue.4 , pp. 33-44
  • 42
    • 0004193846 scopus 로고
    • New York: Oxford University Press
    • O'Shaughnessy, John (1987), Why People Buy, New York: Oxford University Press.
    • (1987) Why People Buy
    • O'Shaughnessy, J.1
  • 44
    • 0012850350 scopus 로고    scopus 로고
    • Modeling customer relationships as markov chains
    • Pfeifer, Phillip E., and Robert L. Carraway (2000), "Modeling Customer Relationships as Markov Chains," Journal of Interactive Marketing, 14 (2), 43-55.
    • (2000) Journal of Interactive Marketing , vol.14 , Issue.2 , pp. 43-55
    • Pfeifer, P.E.1    Carraway, R.L.2
  • 45
    • 0025486182 scopus 로고
    • Zero defections: Quality comes to services
    • September-October
    • Reichheld, Fredrick F., and W. Earl Sasser (1990), "Zero Defections: Quality Comes to Services," Harvard Business Review, 68 (September-October), 105-111.
    • (1990) Harvard Business Review , vol.68 , pp. 105-111
    • Reichheld, F.F.1    Earl Sasser, W.2
  • 46
    • 0003821850 scopus 로고    scopus 로고
    • Boston: Harvard Business School Press
    • ---, and Thomas Teal (1996), The Loyalty Effect, Boston: Harvard Business School Press.
    • (1996) The Loyalty Effect
    • Teal, T.1
  • 47
    • 0042753501 scopus 로고    scopus 로고
    • The loyalty effect-the relationship between loyalty and profits
    • ---, Robert G. Markey, and Christopher Hopton (2000), "The Loyalty Effect-The Relationship Between Loyalty and Profits," European Business Journal, 12 (3), 134-140.
    • (2000) European Business Journal , vol.12 , Issue.3 , pp. 134-140
    • Robert, G.M.1    Hopton, C.2
  • 48
    • 0034360983 scopus 로고    scopus 로고
    • On the profitability of long-life customers in a noncontractual setting: An empirical investigation and implications for marketing
    • October
    • Reinartz, Werner J., 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.
    • (2000) Journal of Marketing , vol.64 , pp. 17-35
    • Reinartz, W.J.1    Kumar, V.2
  • 49
    • 0036636299 scopus 로고    scopus 로고
    • Mismanagement of customer loyalty
    • July
    • ---, and --- (2002), "Mismanagement of Customer Loyalty," Harvard Business Review, 80 (July), 86-94.
    • (2002) Harvard Business Review , vol.80 , pp. 86-94
  • 50
    • 0037257247 scopus 로고    scopus 로고
    • The impact of customer relationship characteristics on profitable lifetime duration
    • January
    • ---, and --- (2003), "The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration," Journal of Marketing, 67 (January), 77-99.
    • (2003) Journal of Marketing , vol.67 , pp. 77-99
  • 51
    • 13244292360 scopus 로고    scopus 로고
    • Balancing acquisition and retention resources to maximize customer profitability
    • ---, Jacquelyn S. Thomas, and V. Kumar (2005), "Balancing Acquisition and Retention Resources to Maximize Customer Profitability," Journal of Marketing, 69 (1), 63-79.
    • (2005) Journal of Marketing , vol.69 , Issue.1 , pp. 63-79
    • Jacquelyn, S.T.1    Kumar, V.2
  • 52
    • 21344481425 scopus 로고
    • Understanding brand competition using micro and macro scanner data
    • May
    • Russell, Gary J., and Wagner Kamakura (1994), "Understanding Brand Competition Using Micro and Macro Scanner Data," Journal of Marketing Research, 31 (May), 289-303.
    • (1994) Journal of Marketing Research , vol.31 , pp. 289-303
    • Russell, G.J.1    Kamakura, W.2
  • 53
    • 1842554865 scopus 로고    scopus 로고
    • Return on marketing: Using customer equity to focus marketing strategy
    • Rust, Roland T., Katherine N. Lemon, and Valarie A. Zeithaml (2004), "Return on Marketing: Using Customer Equity to Focus Marketing Strategy," Journal of Marketing, 68 (1), 109-127.
    • (2004) Journal of Marketing , vol.68 , Issue.1 , pp. 109-127
    • Rust, R.T.1    Lemon, K.N.2    Zeithaml, V.A.3
  • 54
    • 8644240056 scopus 로고    scopus 로고
    • Measuring marketing productivity: Current knowledge and future directions
    • ---, Tim Ambler, Gregory S. Carpenter, V. Kumar, and Rajendra K. Srivastava (2004), "Measuring Marketing Productivity: Current Knowledge and Future Directions," Journal of Marketing, 68 (4), 76-89.
    • (2004) Journal of Marketing , vol.68 , Issue.4 , pp. 76-89
    • Ambler, T.1    Carpenter, G.S.2    Kumar, V.3    Srivastava, R.K.4
  • 55
    • 0009030472 scopus 로고
    • Surprising inferences from unsurprising observations: Do conditional expectations really regress to the mean?
    • Schmittlein, David C. (1989), "Surprising Inferences from Unsurprising Observations: Do Conditional Expectations Really Regress to the Mean?" American Statistician, 43 (3), 176-183.
    • (1989) American Statistician , vol.43 , Issue.3 , pp. 176-183
    • Schmittlein, D.C.1
  • 56
    • 0005029733 scopus 로고
    • Customer base analysis: An industrial purchase process application
    • ---, and Robert A. Peterson (1994), "Customer Base Analysis: An Industrial Purchase Process Application," Marketing Science, 13 (1), 41-67.
    • (1994) Marketing Science , vol.13 , Issue.1 , pp. 41-67
    • Peterson, R.A.1
  • 57
    • 0009024226 scopus 로고
    • Why Does the NBD model work? Robustness in representing product purchases, brand purchases and imperfectly recorded purchases
    • ---, Albert C. Bemmaor, and Donald G. Morrison (1985), "Why Does the NBD Model Work? Robustness in Representing Product Purchases, Brand Purchases and Imperfectly Recorded Purchases," Marketing Science, 4 (3), 255-266.
    • (1985) Marketing Science , vol.4 , Issue.3 , pp. 255-266
    • Albert, C.B.1    Morrison, D.G.2
  • 58
    • 0001829885 scopus 로고
    • Counting your customers: Who are they and what will they do next?
    • ---, 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.
    • (1987) Management Science , vol.33 , Issue.1 , pp. 1-24
    • Donald, G.M.1    Colombo, R.2
  • 59
    • 77649147095 scopus 로고
    • The role of quality-tier loyalty on consumer price sensitivity for frequently purchased products
    • Sivakumar, K. (1994), "The Role of Quality-Tier Loyalty on Consumer Price Sensitivity for Frequently Purchased Products," Journal of Marketing Theory and Practice, 3 (4), 84-97.
    • (1994) Journal of Marketing Theory and Practice , vol.3 , Issue.4 , pp. 84-97
    • Sivakumar, K.1
  • 60
    • 0032373171 scopus 로고    scopus 로고
    • Market-based assets and shareholder value: A framework for analysis
    • Srivastava, Rajendra K., Tasadduq A. Shervani, and Liam Fahey (1998), "Market-Based Assets and Shareholder Value: A Framework for Analysis," Journal of Marketing, 52 (1), 2-19.
    • (1998) Journal of Marketing , vol.52 , Issue.1 , pp. 2-19
    • Srivastava, R.K.1    Shervani, T.A.2    Fahey, L.3
  • 61
    • 0035599101 scopus 로고    scopus 로고
    • The impact of brand extension introduction on choice
    • October
    • Swaminathan, Vanitha, Richard J. Fox, and Srinivas K. Reddy (2001), "The Impact of Brand Extension Introduction on Choice," Journal of Marketing, 65 (October), 1-15.
    • (2001) Journal of Marketing , vol.65 , pp. 1-15
    • Vanitha, S.1    Fox, R.J.2    Reddy, S.K.3
  • 62
    • 0000733318 scopus 로고
    • Advertising exposure, loyalty, and brand purchase: A two-stage model of choice
    • May
    • Tellis, Gerard J. (1988), "Advertising Exposure, Loyalty, and Brand Purchase: A Two-Stage Model of Choice," Journal of Marketing Research, 25 (May), 134-144.
    • (1988) Journal of Marketing Research , vol.25 , pp. 134-144
    • Tellis, G.J.1
  • 63
    • 0035534138 scopus 로고    scopus 로고
    • A methodology for linking customer acquisition to customer retention
    • Thomas, Jacquelyn S. (2001), "A Methodology for Linking Customer Acquisition to Customer Retention," Journal of Marketing Research, 38 (2), 262-268.
    • (2001) Journal of Marketing Research , vol.38 , Issue.2 , pp. 262-268
    • Thomas, J.S.1
  • 64
    • 0038457182 scopus 로고    scopus 로고
    • Customer loyalty and customer loyalty programs
    • Uncles, Mark D., Grahame R. Dowling, and Kathy Hammond (2003), "Customer Loyalty and Customer Loyalty Programs," Journal of Consumer Marketing, 20 (4-5), 294-316.
    • (2003) Journal of Consumer Marketing , vol.20 , Issue.4-5 , pp. 294-316
    • Uncles, M.D.1    Dowling, G.R.2    Hammond, K.3
  • 65
    • 4644312789 scopus 로고    scopus 로고
    • A customer lifetime value framework for customer selection and resource allocation strategy
    • Venkatesan, Rajkumar, and V. Kumar (2004), "A Customer Lifetime Value Framework for Customer Selection and Resource Allocation Strategy," Journal of Marketing, 68 (4), 106-125.
    • (2004) Journal of Marketing , vol.68 , Issue.4 , pp. 106-125
    • Rajkumar, V.1    Kumar, V.2
  • 66
    • 40549091974 scopus 로고    scopus 로고
    • The impact of marketing-induced versus word-of-mouth customer acquisition on customer equity growth
    • Villanueva, Julian, Shijin Yoo, and Dominique M. Hanssens (2008), "The Impact of Marketing-Induced Versus Word-of-Mouth Customer Acquisition on Customer Equity Growth," Journal of Marketing Research, 45 (1), 48-59.
    • (2008) Journal of Marketing Research , vol.45 , Issue.1 , pp. 48-59
    • Julian, V.1    Yoo, S.2    Hanssens, D.M.3


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.