Customer equity drivers and future sales

V. Vogel, H. Evanschitzky, R. Ramaseshan

Research output: Contribution to journalArticle

207 Citations (Scopus)

Abstract

Research on linking operational marketing inputs to customer attitudes and customer behavior has been gaining significance concomitant with the growing recognition that customers are market-based assets. In response to this, researchers and practitioners have proposed several conceptual models. Despite recent advances in research, the results are still inconclusive as to the relationship between customer attitude and future sales. A reason for this could be due to the paucity of studies combining survey-based data with behavioral data to understand better the drivers of customer behavior. With that in mind, the authors investigate the effects of customer perceptions of key marketing actions on customer attitudes and actual customer behavior as reflected by future sales. The authors propose that customer perceptions of value, brand, and relationship-"customer equity drivers"-affect loyalty intentions and future sales. The results of the study, which is based on a sample of 5694 customers of a large European do-it-yourself retailer, suggest that customer equity drivers can significantly predict future sales, even after the authors control for the current sales level.
Original languageEnglish
Pages (from-to)98-108
Number of pages10
JournalJournal of Marketing
Volume72
Issue number6
DOIs
Publication statusPublished - 2008

Keywords

  • customer equity
  • brand
  • relationship
  • loyalty
  • retailing

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    Vogel, V., Evanschitzky, H., & Ramaseshan, R. (2008). Customer equity drivers and future sales. Journal of Marketing, 72(6), 98-108. https://doi.org/10.1509/jmkg.72.6.98