Ho, Teck-Hua; Park, Young-Hoon; Zhou, Yong-Pin - In: Marketing Science 25 (2006) 3, pp. 260-277
We extend the Schmittlein et al. model (1987) of customer lifetime value to include satisfaction. Customer purchases are modeled as Poisson events, and their rates of occurrence depend on the satisfaction of the most recent purchase encounter. Customers purchase at a higher rate when they are...