Customer segmentation has virtually unlimited potential as a tool that can guide firms toward more effective ways to market products and develop new ones. As a conceptual introduction to this topic, we study how an innovative multi-national firm (Migros Turk) has developed an effective set of...

There has been an extensive exploration of how organizational climate is related to various business outcomes, but these studies have generally examined outcomes separately or developed univariate measures that combine outcomes. These approaches fail to (a) accommodate the multivariate character...

Customer loyalty is one of the most important strategic objectives of managers globally. Research has investigated the relationship between customer satisfaction and loyalty in a variety of contexts. These predominantly cross-sectional studies however have focused on customer retention as the...

Purpose - Although the influence of using multiple channels on customer behavior has been investigated, most of this research has focused on channel behavior within a single company. Customers however frequently have access to multiple providers amongst which they can choose to allocate their...

One of the most controversial findings in Morgan and Rego (2006) was that two widely advocated loyalty metrics, “Net Promoter” and “Number of Recommendations,” have little or no value in predicting the financial outcomes of firms. We argue that neither measure was actually examined and...

Purpose – The purpose of this study is to investigate the relationship between parent satisfaction and child retention at a childcare provider. Design/methodology/approach – The survey data used in the analyses involves a sample size of 1,003 respondents, all clients of a regional childcare...

Purpose – This research aims to investigate the moderating influence of both multichannel and multicompany usage on the impact that customer satisfaction has on share of wallet (SOW). Design/methodology/approach – The data used in the analyses were collected as part of both survey and...

Customer Loyalty Isn't Enough—Grow Your Share ofWalletThe Wallet Allocation Ruleis a revolutionary, definitiveguide for winning the battle for share of customers' hearts, minds,and wallets. Backed by rock-solid science published in theHarvard Business Reviewand MIT Sloan ManagementReview, this...

Purpose – This study aims to provide the first longitudinal examination of the relationship between affective, calculative, normative commitment and customer loyalty by using longitudinal panel survey data. Design/methodology/approach – Repeated measures for 269 customers of a large...