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ArticleTurning competitive advantage into customer equity

LEYLAND F. PITT2000

OA

Articlegreen2000

Turning competitive advantage into customer equity

LEYLAND F. PITT · Michael Thomas Ewing · Pierre R. Berthon

25 citations·0/0 files stored·Business Horizons

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Customer Service Quality and Loyalty Service and Product Innovation Customer churn and segmentation

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1990Zero defections: quality comes to services.1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden 1985How information gives you competitive advantage 1994Putting the Service-Profit Chain to Work 1970Exit, Voice, and Loyalty 1988Assessing Advantage: A Framework for Diagnosing Competitive Superiority 1986Servqual : a multiple-item scale for measuring customer perceptions of service quality

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2006Strategies for Maximizing Customer Equity of Low Lifetime Value Customers 2016A Stochastic Approach for Valuing Customers: A Case Study

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Year2000

Typearticle

Published2000-09-01

VenueBusiness Horizons

ISSN-L0007-6813

Languageen

Citations25

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/s0007-6813(00)80004-x

openalex_workW2095526780

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