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The role of channel quality in customer equity management

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  • Dong, Weimin
  • Swain, Scott D.
  • Berger, Paul D.

Abstract

Maximization of customer equity is a core objective of customer-company relationship management. We present an extended model of customer equity for determining the optimal allocation of marketing resources across acquisition and retention activities. Focusing on the negative relationship between acquisition and retention, we motivate channel quality as a relevant decision variable, explicate its role in the model, and demonstrate the existence of an optimal value. In addition, rather than making concavity assumptions about acquisition and retention rate response curves, we use the flexible ADBUDG model (Little, JDC, Models and Managers: the Concept of a Decision Calculus. Manag Sci 1970; 16(8): 466-484.), which allows for both S-shaped and strictly-concave relationships, and parameterize it using decision calculus. We show how to estimate and apply the model and then provide sensitivity analyses with respect to changes in the true values of model parameters as well as inaccuracy in managerial inputs. We conclude by comparing our model with extant models and discussing the implications of our research.

Suggested Citation

  • Dong, Weimin & Swain, Scott D. & Berger, Paul D., 2007. "The role of channel quality in customer equity management," Journal of Business Research, Elsevier, vol. 60(12), pages 1243-1252, December.
    • Handle: RePEc:eee:jbrese:v:60:y:2007:i:12:p:1243-1252
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    References listed on IDEAS

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    1. Salmani, Yasamin & Partovi, Fariborz Y., 2021. "Channel-level resource allocation decision in multichannel retailing: A U.S. multichannel company application," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    2. Hamidreza Koosha & Amir Albadvi, 2020. "Allocation of marketing budgets to maximize customer equity," Operational Research, Springer, vol. 20(2), pages 561-583, June.
    3. Mehrdad Memarpour & Erfan Hassannayebi & Navid Fattahi Miab & Ali Farjad, 2021. "Dynamic allocation of promotional budgets based on maximizing customer equity," Operational Research, Springer, vol. 21(4), pages 2365-2389, December.
    4. Kohsuke Matsuoka, 2020. "Exploring the interface between management accounting and marketing: a literature review of customer accounting," Journal of Management Control: Zeitschrift für Planung und Unternehmenssteuerung, Springer, vol. 31(3), pages 157-208, September.
    5. Persson, Andreas & Ryals, Lynette, 2014. "Making customer relationship decisions: Analytics v rules of thumb," Journal of Business Research, Elsevier, vol. 67(8), pages 1725-1732.
    6. Eryarsoy, Enes & Delen, Dursun & Davazdahemami, Behrooz & Topuz, Kazim, 2021. "A novel diffusion-based model for estimating cases, and fatalities in epidemics: The case of COVID-19," Journal of Business Research, Elsevier, vol. 124(C), pages 163-178.

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