Linking Customer Management Effort to Customer Profitability in Business Markets

By Douglas Bowman, Das Narayandas. 2004

247 citations recorded by the source corpus.

Subfields: Management Information Systems, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/313b93d00426d6927113c47bf19e9e08b05375a4

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In Management Information Systems

In Marketing

In Organizational Behavior and Human Resource Management

Citations in the corpus

The Reinforcing Effects of Loyalty Program Partnerships and Core Service Usage (2009, unknown): “Given that prior research suggests that the effects of satisfaction and duration on consumer behavior are nonlinear (Bowman and Narayandas 2001, 2004; van Doorn, Verhoef, and Bijmolt 2007; Verhoef 2003), we test for quadratic effects of these two variables.”
Size and Share of Customer Wallet (2007, background): “Third, customer loyalty and satisfaction have been shown to be negatively linked to or moderated by income (Cooil et al. 2007; Homburg and Menon 2003; Korgaonkar, Lund, and Price 1985; Zeithaml 1985).”
Customer Prioritization: Does it Pay off, and how Should it be Implemented? (2008, methodology): “First, all other things being equal, an increase in average sales per customer should lead to higher average customer profitability because of economies of scale (Bowman and Narayandas 2004; Niraj, Gupta, and Narasimhan 2001).”
A Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer Characteristics (2007, background): “Early research supports the suggested link between satisfaction and share of wallet (Baumann, Burton, and Elliott 2005; Bowman and Narayandas 2004; Keiningham, Perkins-Munn, et al. 2005; Keiningham, Perkins-Munn, and Evans 2003; Perkins-Munn et al. 2005; Silvestro and Cross 2000).”
Critical Incidents and the Impact of Satisfaction on Customer Share (2008, background): “Because the links among attribute evaluations, satisfaction, and customer share are well established (e.g., Bowman and Narayandas 2004; Mittal, Kumar, and Tsiros 1999), we do not put forth specific hypotheses.”
Behavioral Consequences of Overbooking Service Capacity (2007, background): “…overfulfilment has theoretically and, to a more limited extent, empirically been shown to be a driver of increasing customer purchases and revenues (Bowman and Narayandas 2004; Rust and Oliver 2000), Oliver, Rust, and Varki (1997) find a positive effect of delight on repurchase intention in only…”
The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet (2007, background): “While this is likely an overstatement, as share of wallet is not as forward looking as other measures of loyalty (Oliver, 1999), it is frequently used by researchers to operationalize loyalty behavior (for example, Bowman et al., 2000; Bowman and Narayandas, 2004; Brody and Cunningham, 1968; Cunning”
Customer Loyalty in Clusters: Perceived Value and Satisfaction as Antecedents (2009, background): “In this case, the establishment of relationships between the parties is conditioned by the intensity of the relationship necessary for the use or consumption of the product or service to occur in the established conditions, limiting the number of relationships and, therefore, of the individuals inte”