Dynamic customer relationship valuation: effects, determinants, and management
Saved in:
| Main Author: | |
|---|---|
| Format: | Thesis Book |
| Language: | English |
| Published: |
Göttingen
Cuvillier-Verl.
2012
|
| Edition: | 1. Aufl. |
| Series: | Controlling und Performance-Management
8 |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XII, 185 S. graph. Darst. |
| ISBN: | 9783954040551 |
Staff View
MARC
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| adam_text | IMAGE 1
TABLE O F CONTENTS I
T A B L E OF CONTENTS
FIGURES, TABLES, ABBREVIATIONS, A N D SYMBOLS V
LIST O F FIGURES V
LIST O F TABLES VI
LIST O F ABBREVIATIONS VIII
LIST O F SYMBOLS X
CHAPTER 1 1
1.1 INTRODUCTION AND RESEARCH FOCUS 2
1.2 VALUE-BASED MANAGEMENT THROUGH CUSTOMER LIFETIME VALUE 5
1.2.1 RELEVANCE O F CUSTOMER RELATIONSHIPS AS INTANGIBLE FIRM ASSETS 5
1.2.2 THEORETICAL ROOTS O F CUSTOMER LIFETIME VALUE 7
1.2.3 DEFINITION AND KEY COMPONENTS O F CUSTOMER LIFETIME VALUE AND
CUSTOMER EQUITY 7
1.3 CHALLENGES CONFRONTING CUSTOMER EQUITY MANAGEMENT 9
1.3.1 THE CHALLENGE O F CUSTOMER BEHAVIOR DYNAMICS 9
1.3.2 THE CHALLENGE O F CROSS-FUNCTIONAL CUSTOMER LIFETIME VALUE
INTEGRATION 10
1.4 SUMMARY: CONTENT O F THIS THESIS 11
1.4.1 CHAPTER 2: PERFORMANCE EFFECTS AND INTERDISCIPLINARY APPLICATION
OF CUSTOMER ACCOUNTING 12
1.4.2 CHAPTER 3: CUSTOMER LIFETIME VALUE DETERMINANTS AND
INTERDISCIPLINARY RESEARCH 14
1.4.3 CHAPTER 4: PREDICTIVE CUSTOMER PROFIT SEGMENTATION MODELING 16
* 1.4.4 CHAPTER 5: DYNAMIC CUSTOMER PROFIT SWITCHING PATHS MODELING 18
1.4.5 CHAPTER 6: A FRAMEWORK FOR STRATEGIC CUSTOMER EQUITY-BASED
PERFORMANCE MANAGEMENT 21
1.5 CONCLUSION AND IMPLICATIONS 23
CHAPTER 2 27
2.1 INTRODUCTION 28
2.2 CUSTOMER ACCOUNTING 29
2.2 .1 ORGANIZATIONAL ASPECTS O F CUSTOMER ACCOUNTING 29
2.2.1.1 CUSTOMER ACCOUNTING - AN INTERDISCIPLINARY CHALLENGE 29
2.2.1.2 CUSTOMER ACCOUNTING METHODS 30
2.2.2 CUSTOMER ACCOUNTING AND FIRM PERFORMANCE 31
2.2.2.1 CUSTOMER ACCOUNTING AS A MANAGERIAL CONTROL METRIC 31
2.2.2.2 PERFORMANCE EFFECTS O F CUSTOMER ACCOUNTING 32
HTTP://D-NB.INFO/1021911933
IMAGE 2
II
TABLE O F CONTENTS
2.3 METHODOLOGY 34
2.3.1 DATA COLLECTION AND SAMPLE 34
2.3.2 MEASURE DEVELOPMENT 35
2.4 RESULTS AND DISCUSSION 36
2.4.1 ORGANIZATIONAL ASPECTS O F CUSTOMER ACCOUNTING 36
2.4.1.1 AVAILABLE CUSTOMER VALUE DETERMINANTS 36
2.4.1.2 EMPLOYED CUSTOMER ACCOUNTING METHODS 37
2.4.1.3 ORGANIZATIONAL ANCHORING 39
2.4.2 CUSTOMER ACCOUNTING AND FIRM PERFORMANCE 41
2.4.2.1 PURPOSES AND EXPECTED BENEFITS 41
2.4.2.2 EFFECTS ON FIRM PERFORMANCE 43
2.4.3 FUTURE CHALLENGES FOR CUSTOMER ACCOUNTING 44
2.5 CONCLUSION 45
CHAPTER 3 49
3.1 INTRODUCTION 50
3.2 CUSTOMER LIFETIME VALUE: DETERMINANTS AND INTERDISCIPLINARY NATURE
51
3.2.1 CUSTOMER LIFETIME VALUE AT THE MARKETING AND MANAGEMENT ACCOUNTING
INTERFACE 52
3.2.2 ANTECEDENTS O F CUSTOMER LIFETIME VALUE 53
3.2.2.1 RELATIONAL INPUT ANTECEDENTS 53
3.2.2.2 RELATIONAL OUTCOME ANTECEDENTS 54
3.2.2.3 MODERATORS O F THE VALUE DRIVERS IMPACT ON CUSTOMER
LIFETIME VALUE 55
3.3 DATABASE DEVELOPMENT AND METHODOLOGY 56
3.3.1 DATABASE COMPILATION 56
3.3.2 ANALYTICAL APPROACH 57
3.4 RESULTS AND DISCUSSION 58
3.4.1 CUSTOMER LIFETIME VALUE IN MARKETING AND MANAGEMENT ACCOUNTING
RESEARCH 58
3.4.2 CUSTOMER LIFETIME VALUE ANTECEDENTS 61
3.4.2.1 RELATIONAL INPUT ANTECEDENTS 61
3.4.2.2 RELATIONAL OUTCOME ANTECEDENTS 63
3.5 CONCLUSIONS AND IMPLICATIONS 65
3.5.1 THEORETICAL AND MANAGERIAL IMPLICATIONS 65
3.5.2 LIMITATIONS AND FURTHER RESEARCH 66
3.6 APPENDIX CHAPTER 3 6 8
IMAGE 3
TABLE O F CONTENTS III
C H A P T E R 4 75
4.1 INTRODUCTION 76
4.2 CUSTOMER PROFIT SEGMENTATION AND KEY PROFITABILITY DRIVERS 78
4.2.1 CUSTOMER PROFIT SEGMENTATION: BASIC CONCEPT, IDEA, AND DEFINITION
78
4.2.2 IDENTIFICATION O F KEY PROFITABILITY DRIVERS 79
4.3 METHODS PREDICTING CUSTOMER PROFITABILITY 81
4.3.1 CLASSIFICATION AND REGRESSION TREES 81
4.3.2 NEURAL NETWORKS 83
4.3.3 MULTIPLE REGRESSION 84
4.4 EMPIRICAL APPLICATION 85
4.4.1 DATA 85
4.4.2 CLASSIFICATION AND REGRESSION TREE MODELS 88
4.4.3 COMPARATIVE MODELS 90
4.4.4 COMPARISON O F RESULTS 94
4.5 DISCUSSION AND CONCLUSION 95
4.5.1 THEORETICAL AND MANAGERIAL IMPLICATIONS 95
4.5.2 LIMITATIONS AND FURTHER RESEARCH 97
4.6 APPENDIX CHAPTER 4 99
C H A P T E R S 101
5.1 INTRODUCTION 102
5.2 DYNAMIC CUSTOMER RELATIONSHIPS AND CHANGING RELATIONSHIP VALUE 10J
5.2.1 CUSTOMER RELATIONSHIP DYNAMICS 103
5.2.2 MODELING DYNAMICS IN CUSTOMER RELATIONSHIP VALUE 104
5.3 A DYNAMIC CUSTOMER RELATIONSHIP MODEL 107
5.3.1 MODELING O F MARKOV STATES 107
5.3.2 MARKOV-MODULATED RELATIONSHIP DYNAMICS 109
5.3.3 ESTIMATION O F DYNAMIC SWITCHING PROBABILITIES 112
5.4 P2MPIRICAL APPLICATION AND RESULTS 114
5.4.1 APPLICATION TO A CONTRACTUAL AND NON-CONTRACTUAL CUSTOMER
RELATIONSHIP 114
5.4.2 ESTIMATION RESULTS 116
5.4.2.1 SELECTION O F MARKOV STATES 117
5.4.2.2 SWITCHING BEHAVIOR ADAPTION 118
5.4.2.2.1 ESTIMATED MODELS 118
5.4.2.2.2 PREDICTIVE PERFORMANCE 122
5.4.2.2.3 EVALUATION O F DYNAMIC CUSTOMER PROFIT SWITCHING PATHS... 124
5.4.2.3 CUSTOMER VALUATION 126
5.5 DISCUSSION AND CONCLUSION 128
IMAGE 4
I V
TABLE O F CONTENTS
5.5.1 THEORETICAL AND MANAGERIAL IMPLICATIONS 128
5.5.2 LIMITATIONS AND FUTURE RESEARCH 130
S.6 APPENDIX CHAPTER 5 132
CHAPTER 6 135
6.1 INTRODUCTION 136
6.2 LINKING CUSTOMER EQUITY AND CORPORATE PERFORMANCE MANAGEMENT 137
6.2.1 CUSTOMER EQUITY AS STRATEGIC PERFORMANCE METRIC 137
6.2.2 CUSTOMER RESOURCES AND MARKETING CAPABILITIES AS SOURCES OF
COMPETITIVE ADVANTAGES 138
6.2.3 THE ROLE O F CUSTOMER EQUITY MANAGEMENT IN ACHIEVING
COMPETITIVE ADVANTAGE 139
6.2.4 MARKET AND FINANCIAL PERFORMANCE 140
6.3 AN INTEGRATED CUSTOMER EQUITY PERFORMANCE MANAGEMENT FRAMEWORK 141
6.3.1 THE FUNCTIONS O F THE CUSTOMER EQUITY PERFORMANCE MANAGEMENT
SYSTEM 141
6.3.2 STRATEGY DIMENSION 142
6.3.3 INPUT DIMENSION 142
6.3.4 PROCESS DIMENSION 143
6.3.5 OUTPUT DIMENSION 145
6.3.6 OUTCOME DIMENSION 145
6.3.7 ADAPTING TO A DYNAMIC ENVIRONMENT 148
6.4 AN ILLUSTRATION O F THE FRAMEWORK 148
6.4.1 STRATEGY, RESOURCES, PROCESSES, OUTPUTS, AND OUTCOME 151
6.4.2 EFFECTS O F STRATEGY ADJUSTMENT 152
6.5 DISCUSSION AND CONCLUSION 153
6.5.1 THEORETICAL AND MANAGERIAL IMPLICATIONS 153
6.5.2 LIMITATIONS AND FURTHER RESEARCH 154
REFERENCES 157
|
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| dewey-ones | 658 - General management |
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| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 1. Aufl. |
| format | Thesis Book |
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| indexdate | 2024-07-10T00:20:52Z |
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| isbn | 9783954040551 |
| language | English |
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| series | Controlling und Performance-Management |
| series2 | Controlling und Performance-Management |
| spelling | Losch, Nadine Verfasser aut Dynamic customer relationship valuation effects, determinants, and management vorgelegt von Nadine Losch 1. Aufl. Göttingen Cuvillier-Verl. 2012 XII, 185 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Controlling und Performance-Management 8 Zugl.: Göttingen, Univ., Diss., 2012 Wertorientiertes Management (DE-588)4776793-5 gnd rswk-swf Kundenwert (DE-588)4515875-7 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf (DE-588)4113937-9 Hochschulschrift gnd-content Kundenmanagement (DE-588)4236865-0 s Wertorientiertes Management (DE-588)4776793-5 s Kundenwert (DE-588)4515875-7 s DE-604 Controlling und Performance-Management 8 (DE-604)BV039152443 8 DNB Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=025144750&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Losch, Nadine Dynamic customer relationship valuation effects, determinants, and management Controlling und Performance-Management Wertorientiertes Management (DE-588)4776793-5 gnd Kundenwert (DE-588)4515875-7 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| subject_GND | (DE-588)4776793-5 (DE-588)4515875-7 (DE-588)4236865-0 (DE-588)4113937-9 |
| title | Dynamic customer relationship valuation effects, determinants, and management |
| title_auth | Dynamic customer relationship valuation effects, determinants, and management |
| title_exact_search | Dynamic customer relationship valuation effects, determinants, and management |
| title_full | Dynamic customer relationship valuation effects, determinants, and management vorgelegt von Nadine Losch |
| title_fullStr | Dynamic customer relationship valuation effects, determinants, and management vorgelegt von Nadine Losch |
| title_full_unstemmed | Dynamic customer relationship valuation effects, determinants, and management vorgelegt von Nadine Losch |
| title_short | Dynamic customer relationship valuation |
| title_sort | dynamic customer relationship valuation effects determinants and management |
| title_sub | effects, determinants, and management |
| topic | Wertorientiertes Management (DE-588)4776793-5 gnd Kundenwert (DE-588)4515875-7 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| topic_facet | Wertorientiertes Management Kundenwert Kundenmanagement Hochschulschrift |
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