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Creating Enduring Customer Value

Kumar, V. ; Reinartz, Werner

Journal of marketing, 2016-11, Vol.80 (6), p.36-68 [Periódico revisado por pares]

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Título:
Creating Enduring Customer Value
Autor: Kumar, V. ; Reinartz, Werner
Assuntos: Brand loyalty ; Brands ; Business to business ; Buying behavior ; Customer retention ; Customer satisfaction ; Customer services ; Customers ; Marketing ; Marketing management ; Marketing mixes ; Marketing strategies ; Profitability ; Profitable firms ; Social perception ; Studies
É parte de: Journal of marketing, 2016-11, Vol.80 (6), p.36-68
Descrição: One of the most important tasks in marketing is to create and communicate value to customers to drive their satisfaction, loyalty, and profitability. In this study, the authors assume that customer value is a dual concept. First, in order to be successful, firms (and the marketing function) have to create perceived value for customers. Toward that end, marketers have to measure customer perceived value and have to provide customer perceptions of value through marketing-mix elements. Second, customers in return give value through multiple forms of engagement (customer lifetime value, in the widest sense) for the organization. Therefore, marketers need to measure and manage this value of the customer(s) to the firm and have to incorporate this aspect into real-time marketing decisions. The authors integrate and synthesize existing findings, show the best practices of implementation, and highlight future research avenues.
Editor: Los Angeles, CA: American Marketing Association
Idioma: Inglês

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