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Determining the impact of internet channel use on a customer's lifetime

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  • Boehm, Martin

Abstract

In light of mature markets and increasing competitive pressure, retaining the existing customer base becomes crucial for the future success of a firm. As a consequence, firms are increasingly interested in understanding the factors influencing and driving customer retention. One factor that is hypothesized to have an impact on customer retention is the growing use of the Internet channel. Firms are interested in understanding whether and how the Internet use induces a change in customer retention.

Suggested Citation

  • Boehm, Martin, 2008. "Determining the impact of internet channel use on a customer's lifetime," Journal of Interactive Marketing, Elsevier, vol. 22(3), pages 2-22.
    • Handle: RePEc:eee:joinma:v:22:y:2008:i:3:p:2-22
    DOI: 10.1002/dir.20114
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    2. Blattberg, Robert C. & Malthouse, Edward C. & Neslin, Scott A., 2009. "Customer Lifetime Value: Empirical Generalizations and Some Conceptual Questions," Journal of Interactive Marketing, Elsevier, vol. 23(2), pages 157-168.
    3. Chang, Chun-Wei & Zhang, Jonathan Z., 2016. "The Effects of Channel Experiences and Direct Marketing on Customer Retention in Multichannel Settings," Journal of Interactive Marketing, Elsevier, vol. 36(C), pages 77-90.
    4. Zhang, Sha & Pauwels, Koen & Peng, Chenming, 2019. "The Impact of Adding Online-to-Offline Service Platform Channels on Firms' Offline and Total Sales and Profits," Journal of Interactive Marketing, Elsevier, vol. 47(C), pages 115-128.
    5. Patrick Winter & Paul Alpar, 2018. "On the relationship between print and mobile channels for newspapers," Electronic Markets, Springer;IIM University of St. Gallen, vol. 28(1), pages 79-92, February.
    6. Li, Jing & Konuş, Umut & Pauwels, Koen & Langerak, Fred, 2015. "The Hare and the Tortoise: Do Earlier Adopters of Online Channels Purchase More?," Journal of Retailing, Elsevier, vol. 91(2), pages 289-308.
    7. Kollmann, Tobias & Kuckertz, Andreas & Kayser, Ina, 2012. "Cannibalization or synergy? Consumers' channel selection in online–offline multichannel systems," Journal of Retailing and Consumer Services, Elsevier, vol. 19(2), pages 186-194.

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