Extending the BG/NBD: A simple model of purchases and complaints

International Journal of Research in Marketing

Volumn 28, Issue 1, 2011, Pages 30-37

  Van Oest, Rutger ^a   Knox, George ^b  

^a BI NORWEGIAN BUSINESS SCHOOL   (Norway)

^b TILBURG UNIVERSITY   (Netherlands)

Author keywords

Complaints; Customer lifetime value; Customer base analysis; Probability models

Indexed keywords

EID: 79952752960     PISSN: 01678116     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.ijresmar.2010.11.001     Document Type: Article

References (14)

1. Batislam E.P., Denizel M., Filiztekin A. Empirical Validation and Comparison of Models for Customer Base Analysis. International Journal of Research in Marketing 2007, 24(3):201-209.
2. Blattberg R.C., Kim B.-D., Neslin S.A. Database marketing: Analyzing and managing customers 2008, Springer.
3. Bolton R.N., Lemon K.N., Bramlett M.D. The effect of service experiences over time on a supplier's retention of business customers. Management Science 2006, 52:1811-1823. (December).
4. Danaher P.J. & Smith M.S. (2010), "Modeling Multivariate Distributions Using Copulas: Applications in Marketing", Marketing Science.
5. Fader P.S., Hardie B.G.S. The value of simple models in new product forecasting and customer-base analysis. Applied Stochastic Models in Business and Industry 2005, 21:461-473.
6. Fader P.S., Hardie B.G.S., Lee K.L. Counting your customers the easy way: An alternative to the Pareto/NBD model. Marketing Science 2005, Spring, 24:275-284.
7. Fader P.S., Hardie B.G.S., Lee K.L. RFM and CLV: Using iso-value curves for customer base analysis. Journal of Marketing Research 2005, Nov, 42:415-430.
8. Gupta S., Hanssens D., Hardie B., Kahn W., Kumar V., Lin N., Ravishanker N., Sriram S. Modeling customer lifetime value. Journal of Service Research 2006, 9(2):139-155.
9. Jerath K., Fader P.S., Hardie B.G.S. New Perspectives on Customer "Death" Using a Generalization of the Pareto/NBD Model. Marketing Science 2010, 29:1165.
10. Knox G., Van Oest R. Customer complaints, defection and lifetime value, working paper 2010, Tilburg University.
11. Maute M.F., Forrester W.R. The structure and determinants of consumer complaint intentions and behavior. Journal of Economic Psychology 1993, 14:219-247.
12. Schmittlein D.C., Morrison D.G., Colombo R. Counting your customers: Who are they and what will they do next?. Management Science 1987, 33(1):1-24.
13. Schweidel D.A., Park Y.-H., Jamal Z. Generalizing a "buy 'til you die" framework to multiple transactional activities, working paper 2010, University of Wisconsin, Madison.
14. Wagner U., Hoppe D. Erratum on the MBG/NBD model. International Journal of Research in Marketing 2008, 25(3):225-226.