References

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• 1998A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction1,948 cited
• 2000Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn1,918 cited
• 1996The loyalty effect: The hidden force behind growth, profits, and lasting value1,430 cited
• 2000On the Profitability of Long-Life Customers in a Noncontractual Setting: An Empirical Investigation and Implications for Marketing1,364 cited
• 2010The Service Profit Chain1,034 cited
• 1998Customer lifetime value: Marketing models and applications975 cited
• 2010Manage Marketing by the Customer Equity Test749 cited
• 2000Driving Customer Equity: How Customer Lifetime Value Is Reshaping Corporate Strategy712 cited
• 2002Avoid the four perils of CRM.699 cited
• 1996The loyalty effect: the hidden force behind growth, profits, and lasting value526 cited
• 2001The Customer Pyramid: Creating and Serving Profitable Customers495 cited
• 2001Customer Equity: Building and Managing Relationships As Valuable Assets491 cited
• 2001Driving Customer Equity, How Customer Lifetime Value is Reshaping Corporate Strategy464 cited