The Customer Pyramid: Creating and Serving Profitable Customers

By V. Zeithaml, Roland T. Rust, Katherine N. Lemon. 2001

545 citations recorded by the source corpus.

Subfields: Business and International Management, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/b8a1503a0f90fe1a155223c0e250cee32d2d46f2

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In Business and International Management

Tammo H. A. Bijmolt

In Marketing

In Organizational Behavior and Human Resource Management

Citations in the corpus

The quest for the fortune at the bottom of the pyramid: potential and challenges (2008, background): “colleagues have worked on the customer pyramid concept (Zeithaml et al., 2001).”
The Impact of Non-Normality and Estimation Methods in SEM on Satisfaction Research in Marketing (2006, background): “(1) Allocating resources to non-key drivers of customer satisfaction may distort customer equity either through changes in the firm’s overall value equity or through changes in the underlying segments’ perception of value equity (Zeithaml et al., 2001).”
Loyalty Programmes: Current Knowledge and Research Directions* (2012, background): “the customer tiers, including not only appropriate behavioural and attitudinal indicators but also indicators of the customer’s potential value (Kumar and Shah 2004; Zeithaml et al. 2001).”
Decomposing the Promotional Revenue Bump for Loyalty Program Members versus Nonmembers (2005, background): “Loyalty program members have extensive purchase relationships with the firm (Zeithaml, Rust, and Lemon 2001), and they tend to overlook negative evaluations of that particular firm (Bolton, Kannan, and Bramlett 2000).”
Which Past Returns Affect Trading Volume (2009, unknown): “Daniel, Hirshleifer, and Subrahmanyam (1998) propose a model 7See, for example, Zeithaml, Rust, and Lemon (2001) and Reinartz, Thomas, and Kumar (2005).”
Customer Lifetime Value: Empirical Generalizations and Some Conceptual Questions (2009, background): “It also suggests segmenting customers by value and developing marketing programs for different value-based segments (e.g., Zeithaml, Rust, and Lemon, 2001).”
Integrating Service Quality with System and Information Quality: An Empirical Test in the E-Service Context (2013, background): “Indeed, SQ is a fundamental criterion of success for online companies (Shankar et al. 2003; Zeithaml et al. 2001); high SQ has been shown to boost online channel usage (e.g., Devaraj et al. 2002), increase loyalty to websites (e.g., Gefen 2002), and enhance customer satisfaction with a website…”