The impact of satisfaction and payment equity on cross-buying: A dynamic model for a multi-service provider

By Peter C. Verhoef, Philip Hans Franses, J. Hoekstra. 2001

284 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/519a8f91f2b31469526d05fa90b7acee41f21f5f

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In Management Information Systems

In Marketing

In Organizational Behavior and Human Resource Management

Citations in the corpus

The Effect of Service Price Increases on Customer Retention (2009, unknown): “Loyalty program membership has been used as a covariate in prior customer retention studies (Verhoef et al. 2001).”
Customer Satisfaction and Shareholder Value (2004, background): “First, customer satisfaction should lead customers to purchase more requirements from the supplying firm (e.g., Bolton 1998; Bolton, Kannan, and Bramlett 2000; Verhoef, Franses, and Hoekstra 2001).”
A Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer Characteristics (2007, background): “…a proposition supported by several researchers (Anderson and Sullivan 1993; Cronin and Taylor 1992; Parasuraman, Zeithaml, and Berry 1988; Verhoef, Franses, and Hoekstra 2001; Zeithaml, Berry, and Parasuraman 1996); in other words, customer satisfaction is related to customers’…”
Customer Metrics and Their Impact on Financial Performance (2006, unknown): “In contrast, Verhoef et al. (2001) use data from more than 2,000 insurance customers over two time periods and conclude that there is no main effect of satisfaction on cross-buying.”
Customer Equity: Measurement, Management and Research Opportunities (2007, background): “, fairness of the exchange) have been hypothesized as possibly affecting future cross-buying (Verhoef et al., 2001).”
The Reinforcing Effects of Loyalty Program Partnerships and Core Service Usage (2009, unknown): “However, Verhoef, Franses, and Hoekstra (2001) do not identify a core service in their research.”
The effect of acquisition channels on customer loyalty and cross-buying (2005, background): “Verhoef, Franses, and Hoekstra (2001) showed that cross-buying is affected mainly by the marketing instruments applied during the relationship, such as targeted direct mailings and loyalty programs.”
The Effect of Customers' Social Media Participation on Customer Visit Frequency and Profitability: An Empirical Investigation (2013, background): “Research suggests that lower customer satisfaction with the offerings of the firm can manifest itself as highly focused purchasing behavior (Verhoef et al. 2001).”
Cross-buying in retailing: Drivers and consequences (2008, background): “A limited number of studies in the past (Kamakura et al. 1991; erhoef et al. 2001; Ngobo 2004) addressed the question of dentifying customers who are likely to cross-buy.”