메뉴 건너뛰기




Volumn 38, Issue 9, 2010, Pages 698-718

Distribution systems, loyalty and performance

Author keywords

Customer loyalty; Distribution channels and markets; Marketing strategy; Performance management

Indexed keywords


EID: 77954853626     PISSN: 09590552     EISSN: None     Source Type: Journal    
DOI: 10.1108/09590551011062448     Document Type: Article
Times cited : (15)

References (47)
  • 1
    • 0039670450 scopus 로고
    • Do independent agent insurers provide superior service? The insurance marketing puzzle
    • Barrese, J., Doerpinghaus, H. and Nelson, J. (1995), "Do independent agent insurers provide superior service? The insurance marketing puzzle" in Journal of Risk and Insurance, Vol. 62, pp. 207-308.
    • (1995) Journal of Risk and Insurance , vol.62 , pp. 207-308
    • Barrese, J.1    Doerpinghaus, H.2    Nelson, J.3
  • 2
    • 44949278174 scopus 로고
    • The dominance of inefficiencies over scale and product mix economies in banking
    • Berger, A. and Humphrey, D. (1991), "The dominance of inefficiencies over scale and product mix economies in banking" in Journal of Monetary Economics, Vol. 28, pp. 117-48.
    • (1991) Journal of Monetary Economics , vol.28 , pp. 117-148
    • Berger, A.1    Humphrey, D.2
  • 4
    • 0041111122 scopus 로고    scopus 로고
    • The coexistence of multiple distribution systems for financial services: The case of property-liability insurance
    • Berger, A., Cummins, D. and Weiss, M. (1997), "The coexistence of multiple distribution systems for financial services: the case of property-liability insurance" in Journal of Business, Vol. 70, pp. 515-46.
    • (1997) Journal of Business , vol.70 , pp. 515-546
    • Berger, A.1    Cummins, D.2    Weiss, M.3
  • 5
    • 8744291465 scopus 로고
    • Managing multiple channels
    • Cespedes, F. and Corey, R. (1990), "Managing multiple channels" in Business Horizons, Vol. 33, pp. 67-77.
    • (1990) Business Horizons , vol.33 , pp. 67-77
    • Cespedes, F.1    Corey, R.2
  • 8
    • 0003453804 scopus 로고    scopus 로고
    • A guide to DEAP version 2.1: A data envelopment analysis program
    • working paper, University of New England, Armidale
    • Coelli, T. (1996), "A guide to DEAP version 2.1: a data envelopment analysis program", University of New England, Armidale, working paper.
    • (1996)
    • Coelli, T.1
  • 10
    • 38249002722 scopus 로고
    • Measuring cost efficiency in the property-liability insurance industry
    • Cummins, D. and Weiss, M. (1993), "Measuring cost efficiency in the property-liability insurance industry" in Journal of Banking & Finance, Vol. 17, pp. 463-81.
    • (1993) Journal of Banking & Finance , vol.17 , pp. 463-481
    • Cummins, D.1    Weiss, M.2
  • 11
    • 0032327554 scopus 로고    scopus 로고
    • Comparison of frontier efficiency methods: An application to the US life insurance industry
    • Cummins, D. and Zi, H. (1998), "Comparison of frontier efficiency methods: an application to the US life insurance industry" in Journal of Productivity Analysis, Vol. 10, pp. 131-52.
    • (1998) Journal of Productivity Analysis , vol.10 , pp. 131-152
    • Cummins, D.1    Zi, H.2
  • 12
    • 0033074732 scopus 로고    scopus 로고
    • Consolidation and efficiency in the US life insurance industry
    • Cummins, D., Tennyson, S. and Weiss, M. (1999), "Consolidation and efficiency in the US life insurance industry" in Journal of Banking & Finance, Vol. 23, No. 2, pp. 325-57.
    • (1999) Journal of Banking & Finance , vol.23 , Issue.2 , pp. 325-357
    • Cummins, D.1    Tennyson, S.2    Weiss, M.3
  • 13
    • 6444237977 scopus 로고    scopus 로고
    • The effect of organizational structure on efficiency: Evidence from the Spanish insurance industry
    • Cummins, D., Rubio-Misas, M. and Zi, H. (2004), "The effect of organizational structure on efficiency: evidence from the Spanish insurance industry" in Journal of Banking & Finance, Vol. 28, pp. 3113-450.
    • (2004) Journal of Banking & Finance , vol.28 , pp. 3113-3450
    • Cummins, D.1    Rubio-Misas, M.2    Zi, H.3
  • 14
    • 21844498392 scopus 로고
    • Understanding dual distribution: The case of reps and house accounts
    • Dutta, S., Bergen, M., Heide, J.B. and John, G. (1995), "Understanding dual distribution: the case of reps and house accounts" in Journal of Law, Economics, & Originations, Vol. 11, No. 1, pp. 189-205.
    • (1995) Journal of Law, Economics, & Originations , vol.11 , Issue.1 , pp. 189-205
    • Dutta, S.1    Bergen, M.2    Heide, J.B.3    John, G.4
  • 15
    • 0012447660 scopus 로고    scopus 로고
    • The value of multi-channel distribution systems in the financial services sector
    • Easingwood, C. and Storey, C. (1996), "The value of multi-channel distribution systems in the financial services sector" in The Service Industries Journal, Vol. 16, No. 2, pp. 223-41.
    • (1996) The Service Industries Journal , vol.16 , Issue.2 , pp. 223-241
    • Easingwood, C.1    Storey, C.2
  • 16
    • 38249017404 scopus 로고
    • A distance function approach to price efficiency
    • Fare, R. and Grosskopf, S. (1990), "A distance function approach to price efficiency" in Journal of Public Economics, Vol. 43, pp. 123-6.
    • (1990) Journal of Public Economics , vol.43 , pp. 123-126
    • Fare, R.1    Grosskopf, S.2
  • 18
    • 0000648003 scopus 로고
    • The measurement of productivity efficiency
    • Farrell, J. (1957), "The measurement of productivity efficiency" in Journal of the Royal Statistical Society, Vol. 120, pp. 253-81.
    • (1957) Journal of the Royal Statistical Society , vol.120 , pp. 253-281
    • Farrell, J.1
  • 20
    • 22644450074 scopus 로고    scopus 로고
    • Organizing and managing channels of distribution
    • Frazier, L. (1999), "Organizing and managing channels of distribution" in Journal of the Academy of Marketing Science, Vol. 27, No. 2, pp. 226-40.
    • (1999) Journal of the Academy of Marketing Science , vol.27 , Issue.2 , pp. 226-240
    • Frazier, L.1
  • 21
    • 23444448859 scopus 로고    scopus 로고
    • Connecting customer loyalty to financial results
    • Fredericks, O. (2001), "Connecting customer loyalty to financial results" in Marketing Management, Vol. 10, No. 1, pp. 26-32.
    • (2001) Marketing Management , vol.10 , Issue.1 , pp. 26-32
    • Fredericks, O.1
  • 22
    • 0010933515 scopus 로고
    • X-efficiency in the US life insurance industry
    • Gardner, L. and Grace, M. (1993), "X-efficiency in the US life insurance industry" in Journal of Banking & Finance, Vol. 17, pp. 497-510.
    • (1993) Journal of Banking & Finance , vol.17 , pp. 497-510
    • Gardner, L.1    Grace, M.2
  • 23
    • 0035643779 scopus 로고    scopus 로고
    • Vertical integration and internet strategies in the apparel industry
    • Gertner, R. and Stillman, R. (2001), "Vertical integration and internet strategies in the apparel industry" in Journal of Industrial Economics, Vol. 44, No. 4, pp. 417-40.
    • (2001) Journal of Industrial Economics , vol.44 , Issue.4 , pp. 417-440
    • Gertner, R.1    Stillman, R.2
  • 24
    • 0001917692 scopus 로고
    • An examination of cost economies in the United States life insurance industry
    • Grace, M. and Timme, S. (1992), "An examination of cost economies in the United States life insurance industry" in Journal of Risk and Insurance, Vol. 59, pp. 72-103.
    • (1992) Journal of Risk and Insurance , vol.59 , pp. 72-103
    • Grace, M.1    Timme, S.2
  • 26
    • 77954855540 scopus 로고
    • Haslam, I., Lahn, D.E. (Eds.), Life Insurance Marketing and Research Association, Hartford, CT
    • Haslam, I. and Lahn, D.E. (Eds.) (1986), Quality business, in: Marketing for Actuaries, Life Insurance Marketing and Research Association, Hartford, CT, p. VI-1.
    • (1986) Quality Business, in: Marketing for Actuaries
  • 28
    • 16244370375 scopus 로고    scopus 로고
    • Ownership structure, agency costs, specialization, and efficiency: Analysis of keiretsu and independent insurers in the Japanese nonlife insurance industry
    • Jeng, V. and Lai, G. (2005), "Ownership structure, agency costs, specialization, and efficiency: analysis of keiretsu and independent insurers in the Japanese nonlife insurance industry" in Journal of Risk and Insurance, Vol. 72, pp. 105-58.
    • (2005) Journal of Risk and Insurance , vol.72 , pp. 105-158
    • Jeng, V.1    Lai, G.2
  • 29
    • 0242267510 scopus 로고    scopus 로고
    • An empirical study on the lapse rate: The cointegration approach
    • Kuo, W., Tsai, C. and Chen, W.K. (2003), "An empirical study on the lapse rate: the cointegration approach" in Journal of Risk and Insurance, Vol. 70, pp. 489-508.
    • (2003) Journal of Risk and Insurance , vol.70 , pp. 489-508
    • Kuo, W.1    Tsai, C.2    Chen, W.K.3
  • 30
    • 79959405440 scopus 로고    scopus 로고
    • Employee satisfaction, customer loyalty, and financial performance: An empirical examination of the service profit chain in retail banking
    • Loveman, W. (1998), "Employee satisfaction, customer loyalty, and financial performance: an empirical examination of the service profit chain in retail banking" in Journal of Service Research, Vol. 1, pp. 18-31.
    • (1998) Journal of Service Research , vol.1 , pp. 18-31
    • Loveman, W.1
  • 31
    • 0242379604 scopus 로고    scopus 로고
    • Product focus versus diversifications: Estimates of X-efficiency for the US life insurance industry
    • working paper, Northeastern University, Boston, MA
    • Meador, W., Ryan, H. and Schellhorn, C. (1997), "Product focus versus diversifications: estimates of X-efficiency for the US life insurance industry", Northeastern University, Boston, MA, working paper.
    • (1997)
    • Meador, W.1    Ryan, H.2    Schellhorn, C.3
  • 32
    • 0025516430 scopus 로고
    • Managing hybrid marketing systems
    • Moriarty, R. and Moran, U. (1990), "Managing hybrid marketing systems" in Harvard Business Review, Vol. 6, pp. 146-55.
    • (1990) Harvard Business Review , vol.6 , pp. 146-155
    • Moriarty, R.1    Moran, U.2
  • 33
    • 23444459210 scopus 로고    scopus 로고
    • Applying the service profit chain to analyze retail performance: The case of the managerial strait-jacket?
    • Pritchard, M. and Silvestro, R. (2005), "Applying the service profit chain to analyze retail performance: the case of the managerial strait-jacket?" in International Journal of Service Industry Management, Vol. 16, No. 4, pp. 337-56.
    • (2005) International Journal of Service Industry Management , vol.16 , Issue.4 , pp. 337-356
    • Pritchard, M.1    Silvestro, R.2
  • 34
    • 2642513773 scopus 로고    scopus 로고
    • The one number you need to grow
    • Reichheld, F. (2004), "The one number you need to grow" in Harvard Business Review, Vol. 82, p. 133.
    • (2004) Harvard Business Review , vol.82 , pp. 133
    • Reichheld, F.1
  • 35
    • 0042753501 scopus 로고    scopus 로고
    • The loyalty effect - the relationship between loyalty and profits
    • Reichheld, F., Markey, R.G. Jr, Robert, G. and Hopton, C. (2000), "The loyalty effect - the relationship between loyalty and profits" in European Business Journal, Vol. 12, No. 3, pp. 134-9.
    • (2000) European Business Journal , vol.12 , Issue.3 , pp. 134-139
    • Reichheld, F.1    Markey Jr., R.G.2    Robert, G.3    Hopton, C.4
  • 36
    • 0002866621 scopus 로고    scopus 로고
    • The employee-customer-profit chain at Sears
    • Rucci, A., Kirn, S. and Quinn, R. (1998), "The employee-customer-profit chain at Sears" in Harvard Business Review, Vol. 76, No. 1, pp. 82-97.
    • (1998) Harvard Business Review , vol.76 , Issue.1 , pp. 82-97
    • Rucci, A.1    Kirn, S.2    Quinn, R.3
  • 37
    • 84993077279 scopus 로고    scopus 로고
    • Adoption of internet banking by Australian consumers: An empirical investigation
    • Sathye, M. (1999), "Adoption of internet banking by Australian consumers: an empirical investigation" in The International Journal of Banking Marketing, Vol. 17, No. 7, pp. 324-34.
    • (1999) The International Journal of Banking Marketing , vol.17 , Issue.7 , pp. 324-334
    • Sathye, M.1
  • 40
    • 0003151848 scopus 로고
    • Distribution channels as political economies: A framework for comparative analysis
    • Stern, L. and Reve, T. (1980), "Distribution channels as political economies: a framework for comparative analysis" in Journal of Marketing, Vol. 17, No. 7, pp. 32-4.
    • (1980) Journal of Marketing , vol.17 , Issue.7 , pp. 32-34
    • Stern, L.1    Reve, T.2
  • 42
    • 84986172386 scopus 로고    scopus 로고
    • Customer orientations and usage of financial distribution channels
    • Thornton, J. and White, L. (2001), "Customer orientations and usage of financial distribution channels" in Journal of Services Marketing, Vol. 15, No. 3, pp. 168-85.
    • (2001) Journal of Services Marketing , vol.15 , Issue.3 , pp. 168-185
    • Thornton, J.1    White, L.2
  • 43
    • 84865085095 scopus 로고    scopus 로고
    • How increasing value to customers improves business results
    • Vandermerwe, S. (2000), "How increasing value to customers improves business results" in Sloan Management Review, Vol. 42, No. 1, pp. 27-37.
    • (2000) Sloan Management Review , vol.42 , Issue.1 , pp. 27-37
    • Vandermerwe, S.1
  • 44
    • 0002249950 scopus 로고
    • Customer satisfaction: A supportive work environment and its financial cost
    • Wiley, J. (1991), "Customer satisfaction: a supportive work environment and its financial cost" in Human Resource Planning, Vol. 14, No. 2, pp. 117-27.
    • (1991) Human Resource Planning , vol.14 , Issue.2 , pp. 117-127
    • Wiley, J.1
  • 45
    • 0242601572 scopus 로고    scopus 로고
    • Technology as an enabler of the global branding of retail financial services
    • Wright, A. (2002), "Technology as an enabler of the global branding of retail financial services" in Journal of International Marketing, Vol. 10, No. 2, pp. 83-98.
    • (2002) Journal of International Marketing , vol.10 , Issue.2 , pp. 83-98
    • Wright, A.1
  • 46
    • 0001414219 scopus 로고
    • The measurement of efficiency in life insurance: Estimates of a mixed normal-gamma error model
    • Yuengert, A. (1993), "The measurement of efficiency in life insurance: estimates of a mixed normal-gamma error model" in Journal of Banking & Finance, Vol. 17, pp. 483-96.
    • (1993) Journal of Banking & Finance , vol.17 , pp. 483-496
    • Yuengert, A.1
  • 47
    • 0001065561 scopus 로고
    • Independent and exclusive agency insurers: A reexamination of the cost differential
    • Barrese, J. and Nelson, J. (1992), "Independent and exclusive agency insurers: a reexamination of the cost differential" in Journal of Risk and Insurance, Vol. 59, pp. 375-97.
    • (1992) Journal of Risk and Insurance , vol.59 , pp. 375-397
    • Barrese, J.1    Nelson, J.2


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.