Skip to main content
SpringerLink
Log in

Empirische Befunde zu Erfolgsbeiträgen der Kundenbeziehung

  • Chapter
Customer Value Controlling

  • 4725 Accesses

Auszug

Die grundsätzliche Diskussion um den Erfolgsbeitrag des Marketings ist nicht neu. So hat bereits das Henry Ford, aber auch John Wannamaker zugesproche Zitat in diese Richtung gewiesen: „Ich weiß zwar, dass ich die Hälfte meiner Werbeausgaben zum Fenster hinauswerfe, ich weiß allerdings nicht, welche Hälfte.“476Dennoch weist die Marketingliteratur erst seit einigen Jahren verstärkt auf die Notwendigkeit der Betrachtung des Beitrages des Marketings zum Unternehmenswert hin.477 Dem entsprechend hat die American Marketing Association den Begriff „Marketing“ definiert: „Marketing is an organizational function and a set of processes creating, communicating, and delivering value to customers and for managing customer relationships in ways that benefit the organization and its stakeholders.“478 Eine ausschließliche Fokussierung auf die herkömmlichen „Erfolgskriterien“ des Marketing, wie Umsatzsteigerungen, Kundenzufriedenheit, Recall-Werte für Kommunikationsmaßnahmen u.ä.m. greifen hier allerdings zu kurz.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 79.99
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 79.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  • Meffert, H. (1982): Marketing-Einführung in die Absatzpolitik, 6. Auflage, Wiesbaden. S. 533.

    Google Scholar 

  • Doyle, P. (2000a): Value-based marketing, Journal of Strategic Marketing, 8, December, 299

    Google Scholar 

  • AMA American Marketing Association (2004): Marketing Definitions, http:// www.marketing-power.com/content4620.php (access 10.10.2004)

    Google Scholar 

  • Rust, R.T., Ambler, T., Carpenter, G. S., Kumar, V., Srivastava, R. K. (2004): Measuring Marketing Productivity: Current Knowledge and Future Directions. Journal of Marketing. 68 October, 76.

    Google Scholar 

  • Day, G., Fahey, L. (1988): Valuing Market Strategies, Journal of Marketing, 52, 3, 56

    Google Scholar 

  • Kotler, Ph., Bliemel, F. (2001): Marketing Management-Analyse, Planung und Verwirklichung, Stuttgart S. 6.

    Google Scholar 

  • Doyle, P. (2000b): Value-based Marketing: Marketing Strategies for Corporate Growth and Shareholder Value. John Wiley, Sons Ltd, Chichester. S. 70.

    Google Scholar 

  • Guenzi, P., Troilo, G. (2006): The joint contribution of marketing and sales to the creation of superior customer value, Journal of Business Research, Article in press, doi: 10.1016, j.jbusres.2006.10.007. S. 7 ff.

    Google Scholar 

  • Kohli, A. K., Jaworski, B. J. (1990): Market orientation: The construct, research propositions an managerial implications, Journal of marketing, 54, 2, S. 1 ff.

    Google Scholar 

  • Jaworksi, B. J., Kohli, A. K. (1993): Market orientation-antecedents and consequences, Journal of Marketing, 57, July, S. 467.

    Google Scholar 

  • Narver, J. C., Slater, S. F. (1990): The effect of market orientation on business profitability, Journal of Marketing, 54, 4, 20–35

    Google Scholar 

  • Gray, B., Matear, S., Boshoff, C., Matheson, P. (1998): Developing a better measure of market orientation, European Journal of Marketing, 32, 9, 10, 884 ff.

    Google Scholar 

  • Kumar, V., Shah, D. (2004): Building and sustaining profitable cusomer loyalty for the 21st century, Journal of Retailing, 80, 317–330

    Google Scholar 

  • Narver, J. C., Slater, S. F. (1990): The effect of market orientation on business profitability, Journal of Marketing, 54, 4, 20–35

    Google Scholar 

  • Day, G., Wensley, R. (1988): Assessing Advantage-A framework for diagnosing competitive superiority, Journal of Marketing, 52, 2, 1–22

    Google Scholar 

  • Kohli, A. K., Jaworski, B. J., Kumar, A. (1993): MARKOR-a measure of market orientation, Journal of Marketing Reasearch, 30, 4, 467–477

    Google Scholar 

  • Han, J. K., Kim, N., Srivastava, R. K. (1998): Market Orientation and Organizational Performance-Is Innovation a missing link?, Journal of Marketing, 62, October, 30–45

    Google Scholar 

  • Sin, L Y. M., Tse, A. C. B., Heung, V. C. S., Yim, F. H. K. (2005): An analysis of the relationship between market orientation and business performance in the hotel industry, Hospitality Management, 24, 555–577

    Google Scholar 

  • Green, K. W., Inman, R. A., Brown, A. I. (2005): Market orientation: relation to structure and performance, Journal of Business and Industrial Marketing, 6, 20, 276–284

    Google Scholar 

  • Hennig-Thurau, Th., Gwinner, K. P., Gremler, D. D. (2002): Understanding Relationship Marketing Outcomes-An Integration of Relational Benefits and Relationship Quality, Journal of Service Research, 5, February, S. 231.

    Google Scholar 

  • Brown, T. J., Barry, Th. E., Dacin, P. A., Gunst R. F. (2005): Spreading the word: investigating antecedents of consumers’ positive word-of-mouth intentions and behaviors in a retailing context, Journal of the Academy of Marketing Science, 33, 2, S. 5.

    Google Scholar 

  • Mason, K., Harris, L. C. (2005): Pitfalls in Evaluating market orientation-an exploration of executives’ interpretations, Long Range Planning, 28, S. 375.

    Google Scholar 

  • Little, J. D. C. (1975): Brandaid-A marketing mix model, Operations Research, 23, 7, S. 628 ff.

    Google Scholar 

  • Eastlack, J. O., Ambar, G. R. (1986): Modeling Response to advertising and price changes for’ V-8’ Cocktail Vegetable Juice, Marketing Science, 5, 3, S. 245 ff.

    Google Scholar 

  • Rust, R. (1986): Advertising Media models-a practical Guide, Lexington, M.A.

    Google Scholar 

  • Narayanan, S., Desiraju, R., Chintagunta, P. K. (2004): Return on Investment Implucations for pharmaceutical promotional expenditures-the role of marketing-mix interactions, Journal of Marketing, 68, 10, S. 104.

    Google Scholar 

  • O’Sullivan, D., Abela, A. V. (2007): Marketing Performance Measurement Ability and Firm Performance, Journal of Marketing, 71, April, S. 88.

    Google Scholar 

  • Reichheld, F. F., Sasser, W. E. (1990): Zero defections-quality comes to services, Harvard Business review, 68, 5, 105–111

    Google Scholar 

  • Oliver, r. L., DeSarbo, W. (1988): Response determinants in satisfaction judgments, Journal of Comsumer Research, 14, 4, 495–507

    Google Scholar 

  • Bolton, R. N., Drew, J. H. (1991): A longitudinal analysis of the impact of service changes on customer attitudes, Journal of Marketing, 55, 1, 1–10

    Google Scholar 

  • Anderson, E. W., Sullivan, M. W. (1993): The antecedents and consequences of customer satisfaction for firms, Marketing Science, 12, 2, 125–143

    Google Scholar 

  • Ittner, C. D., Larcker, D. F. (1998): Innovations in Performance Measurement-Trends and Research Implications, Journal of Management Accounting Research, 10, 205–238

    Google Scholar 

  • Bolton, R. N. (1998): A dynamic model of the duration of the customer’s relationship with a continous service provider-the role of satisfaction, Marketing Science, 17, 4, 45–65

    Google Scholar 

  • Bolton, R. N., Drew, J. H. (1991): A longitudinal analysis of the impact of service changes on customer attitudes, Journal of Marketing, 55, 1, 1–10

    Google Scholar 

  • Mittal, V., Kamakura, W. A. (2001): Satisfaction, repurchase intent, and repurchase behavior-Investigating the moderating effect of customer characteristics, Journal of Marketing Research, 38, February, 131–142

    Google Scholar 

  • Fornell, C. (1992): A national customer barometer-the Swedish experience, Journal of Marketing, 56, January, 6–22

    Google Scholar 

  • Rust, R. T., Zahorik, A., Keiningham, T. L. (1994): Return on Quality-Measuring the financial impact of your companies quest in quality, Chicago

    Google Scholar 

  • Rust, R. T., Zahorik, A., Keiningham, T. L. (1995): Return on Quality (ROQ)-Making service quality financially accountable, Journal of Marketing, 59, April, 58–70

    Google Scholar 

  • Reichheld, F. F. (1997): Der Loyalitätseffekt. Die verborgene Kraft hinter Wachstum, Gewinnen und Unternehmenswert, Frankfurt, Main 1997

    Google Scholar 

  • Srivastava, R. K., Shervani, T. A., Fahey, L. (1998): Market based assets and shareholder value-a framework for analysis, Journal of Marketing, 62, January, 2–18

    Google Scholar 

  • Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., Bryant, B. (1996): The American Customer Satisfaction Index: description, findings, and implications, Journal of Marketing, 60, 4, 7–18

    Google Scholar 

  • Hallowell, R. (1996): The relationships of customer satisfaction, customer loyality and profitability-an empirical study, International Journal of service Industry Management, 7, 4, 27–42

    Google Scholar 

  • Bolton, R. N. (1998): A dynamic model of the duration of the customer’s relationship with a continous service provider-the role of satisfaction, Marketing Science, 17, 4, S. 45 ff.

    Google Scholar 

  • Verhoef, P. C., Franses, Ph. H., Hoeckstra, J. C. (2001): The Impact of satisfaction and payment equity on cross-buying-a dynamic model for multi service providers, Journal of Retailing, 77, 4, S. 359–378 ff.

    Google Scholar 

  • Reichheld, F. F. (1996): Learning from customer defections, Harvard Business Review, 3-4, 56–69.

    Google Scholar 

  • Gremler, D. D., Brown, St. W. (1998): The loyalty ripple effect-Appreciating the full value of customers, International Journal of Service Industry Management, 10, 3, S. 271.

    Google Scholar 

  • Heskett, J. L., Sasser, W. E., Schlesinger, L. A. (1997): The service profit chain, New York. S. 164 ff.

    Google Scholar 

  • Anderson, E. W. (1998): Customer satisfaction and word-of-mouth, Journal of service research, 1, 1, S. 1 ff.

    Google Scholar 

  • Webster, F. E. (1994): Market driven management-using the new marketing concept to create a customer-oriented company, New York

    Google Scholar 

  • Cespedes, F. (1995): Concurrent Marketing-Integration of product, sales and service, Harvard Business School Press, Boston

    Google Scholar 

  • Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., Schlesinger, L. A. (1994): Putting the service-profit chain to work, Harvard Business Review, March–April, 164–174

    Google Scholar 

  • Bowman, D., Narayandas, D. (2001): Managing customer-initiated contacts with manufacturers-the impact on share of category requirements and word-of-mouth behavior, Journal of Marketing Research, 38, August, S. 281 ff.

    Google Scholar 

  • Narayandas, D.: (1998): Measuring and managing the benefits of customer retention-an empirical investigation, Journal of Marketing research, 1, 2, S. 1–10 ff.

    Google Scholar 

  • Rust, R. T., Moorman, Ch., Dickson, P. R. (2002): Getting return on quality-revenue, expansion, cost reduction, or both?, Journal of Marketing, 66, October, S. 7 ff.

    Google Scholar 

  • Rust, R. T., Moorman, Ch., Dickson, P. R. (2002): Getting return on quality-revenue, expansion, cost reduction, or both?, Journal of Marketing, 66, October, S. 8.

    Google Scholar 

  • Bohan, G. P., Horney, N. F. (1991): Pinpointing the real cost of quality on a service company, National productivity review, 10, Summer, S. 309 ff.

    Google Scholar 

  • Pümpin, C. (1986): Management strategischer Erfolgspositionen-Das SEP-Konzept als Grundlage wirkungsvoller Unternehmensführung, 3. Auflage, Bern/Stuttgart. S. 145.

    Google Scholar 

  • Rust, R. T., Moorman, Ch., Dickson, P. R. (2002): Getting return on quality-revenue, expansion, cost reduction, or both?, Journal of Marketing, 66, October, S. 100.

    Google Scholar 

  • Zeithaml, V. A. (2000): Service quality, profitability and the economic worth of customers-what we know and what we need to learn, Journal of the Acedemy of Marketing Science, 28, 1, S. 68.

    Google Scholar 

  • Zeithaml, V. A. (2000): Service quality, profitability and the economic worth of customers-what we know and what we need to learn, Journal of the Acedemy of Marketing Science, 28, 1, S. 74.

    Google Scholar 

  • Zeithaml, V. A. (2000): Service quality, profitability and the economic worth of customers-what we know and what we need to learn, Journal of the Acedemy of Marketing Science, 28, 1, S. 82.

    Google Scholar 

  • Peppers, D., Rogers, M. (1995): A new marketing paradigm-Share of customer, not market share, Managing Service Quality, 5, 3, S. 48 ff.

    Google Scholar 

  • Zeithaml, V. A. (2000): Service quality, profitability and the economic worth of customers-what we know and what we need to learn, Journal of the Acedemy of Marketing Science, 28, 1, S. 31 ff.

    Google Scholar 

  • Sheth, J. N., Sisodia, R. S., Sharma, A. (2000): The antecedents and Consequences of customer-centric marketing, Journal of the Academie of Marketing Science, 28, 1, S. 55 ff.

    Google Scholar 

  • Wiegran, G., Koth, H. (1999): Customer Retention in online-retail, Journal of Internet Banking and Commerce, 4, 1, http://www.arraydev.com/commerce/jibc/9909-07.htm (12.2.2006)

    Google Scholar 

  • Brookes, D., Stodin, N. (1995): The new service relationship, Canadian Business Review, 4, 24

    Google Scholar 

  • Fred, C. L. (2002): Delivering value to customers fast-the ultimate competitive weapon, ABA Banking White Papers, http://www.banking.com/aba/whitepapers.asp

    Google Scholar 

  • Zeithaml, V., Berry, L. L., Parasuraman, A. (1986): The behavioral consequences of service quality, Journal of Marketing, 60, March, S. 31 ff.

    Google Scholar 

  • Matzler, K. (2000): Customer Value Management, Die Unternehmung, 54, 4, S. 292.

    Google Scholar 

  • Homburg, Chr., Koschate, N., Hoyer, W. D (2005): Do satisfied customers really pay more? A study of the relationship between customer satisfaction and willingness to pay, Journal of Marketing, 69, April, S. 555 f.

    Google Scholar 

  • Bidmon, S. (2004): Kundenzufriedenheit im Investitionsgütermarketing-Theoretische Ansätze zur Erklärung des Konstrukts und praktische Durchführung der Messung, Univ.-Diss, Klagenfurt S. 43 ff.

    Google Scholar 

  • Stock, R. (2003): Der Zusammenhang zwischen Mitarbeiter-und Kundenzufriedenheit, Wiesbaden

    Google Scholar 

  • Homburg, Chr., Stock, R. (2004): The Link Between Salespeople’s Job Satisfaction and Customer Satisfaction in a Business-to-Business Context-A Dyadic Analysis, Journal of the Academy of Marketing Science, 32, 2, S. 144 ff.

    Google Scholar 

  • Levitt, T. (1983): The Marketing Imagination, London

    Google Scholar 

  • Andrè, M. M., Saravia, P. M. (2000): Approaches of portugese companies for relating customer satisfaction with business results, Total Quality Management, 11, 7, S. 932.

    Google Scholar 

  • Horstmann, R. (1998): Führt Kundenzufriedenheit automatisch zu Kundenbindung-Ergebnisse einer empirischen Untersuchung aus den USA, IO Management, 10, S. 20.

    Google Scholar 

  • McDougall, D., Wyner, G., Vazdauskas, D. (1996): Customer Valuation as a Foundation for Growth, Mercer Management Journal, 6, S. 17.

    Google Scholar 

  • Dawkins, P., Reichheld, F. (1990): Customer retention as a competitive weapon, Director and Boards, 14, Summer, S. 44.

    Google Scholar 

  • Bernhardt, K. L., Donthu, N., Kennett P. A. (2000): A longitudinal analysis of satisfaction and profitability, Journal of Business Research 47, 2, S. 161 f.

    Google Scholar 

  • Anderson, E. W., Sullivan, M. W. (1993): The antecedents and consequences of customer satisfaction for firms, Marketing Science, 12, 2, S. 53 ff.

    Google Scholar 

  • Anderson, E. W., Fornell, C., Lehmann, D. R. (1994): Customer satisfaction, market share, and profitability, Journal of Marketing, 56, July, S. 19 ff.

    Google Scholar 

  • Mittal, V., Kamakura, W. A. (2001): Satisfaction, repurchase intent, and repurchase behavior-Investigating the moderating effect of customer characteristics, Journal of Marketing Research, 38, February, S. 131 ff.

    Google Scholar 

  • Homburg, Chr., Koschate, N., Hoyer, W. D. (2005): Do satisfied customers really pay more? A study of the relationship between customer satisfaction and willingness to pay, Journal of Marketing, 69, April, S. 26 ff.

    Google Scholar 

  • Liang, Ch. J., Wang, W. H. (2004): Attributes, Benefits, Customer Satisfaction and Behavioral Loyalty-An Integrative Research of Financial Services Industry in Taiwan, Journal of Services Research, 4, 1, S. 57 ff

    Google Scholar 

  • Gustafsson, A., Johnson, M. D., Roos, I. (2005): The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention, Journal of Marketing, 69, October, S. 210 ff.

    Google Scholar 

  • Brown, M. G. (2005): CRM Metrics That Really Work, EPPIC Inc. newsletter Pursuing Performance S. 123 ff.

    Google Scholar 

  • Anderson, E. W. (1996): Customer satisfaction and price tolerance, Marketing Letters, 7, 3, S. 265.

    Google Scholar 

  • Fornell, C. (1992): A national customer barometer-the Swedish experience, Journal of Marketing, 56, January, S. 6 ff.

    Google Scholar 

  • Rust, R.T, Zahorik, A. J. (1993): Customer satisfaction, customer retention and market share, Journal of Retailing, 69, 4, S. 193 ff.

    Google Scholar 

  • Bolton, R. N., Lemon, K. N. (1999): A Dynamic Modeling of Customers’ Usage of Services: Usage as an Antecedent and Consequence of Satisfaction, Journal of Marketing Research, 36, May, S. 171.

    Google Scholar 

  • Keiningham, T. L., Perkins-Munn, T., Evans, H. (2003): The impact of customer satisfaction on share-of-wallet in a business-to-business environment, Journal of Service Research, 6, 1, S. 37 ff.

    Google Scholar 

  • Lam, Sh. Y., Yin, Sh., Shankar, V., Erramilli, K., Murthy, B. (2004): Customer value, satisfaction, loyalty, and switching Costs: An illustration from a business-to-business service context, Journal of the Academy of Marketing Science, 32, 3, S. 293 ff.

    Google Scholar 

  • Seiders, K., Voss, G. B., Grewal, D., Godfrey, A. L. (2005): Do satisfied customers buy more?-Examining moderating influences in a retailing context, Journal of Marketing, 69 (October), S. 26 ff.

    Google Scholar 

  • Homburg, Chr., Koschate, N., Hoyer, W. D (2005): Do satisfied customers really pay more? A study of the relationship between customer satisfaction and willingness to pay, Journal of Marketing, 69, April, S. 95 ff.

    Google Scholar 

  • Anderson, E. W. (1998): Customer satisfaction and word-of-mouth, Journal of service research, 1, 1, S. 5 ff.

    Google Scholar 

  • Brown, St. W. (2005): When executives speak, we should listen and act differently, Journal of Marketing, 69, October, S. 123 ff.

    Google Scholar 

  • Rust, R. T., Moorman, Ch., Dickson, P. R. (2002): Getting return on quality-revenue, expansion, cost reduction, or both?, Journal of Marketing, 66, October, S. 7 ff.

    Google Scholar 

  • Kamakura, W. A., Mittal, V., de Rosa, F., Mazzon, A. F. (2002): Assessing the Service-Profit Chain, Marketing Science, 21, 3, S. 294 ff.

    Google Scholar 

  • Anderson, E. W. (1994): Cross-Category Variation in Customer Satisfaction and Retention, Marketing Letters, 5, 1, S. 53 ff.

    Google Scholar 

  • Gruca, Th. S., Rego, L. L. (2005): Customer Satisfaction, Cash Flow, and Shareholder Value, Journal of Marketing, 69, July, S. 120 ff.

    Google Scholar 

  • Fornell, C. (1995): The quality of economic output-empirical generalizations about its distribution and relationship to market share, Marketing Science, 14, 3, S. 203.

    Google Scholar 

  • Rust, R.T, Zahorik, A. J. (1993): Customer satisfaction, customer retention and market share, Journal of Retailing, 69, 4, S. 193 ff.

    Google Scholar 

  • Schneider, B. (1991): Service Quality and Profits-Can You Have Your Cake and Eat It Too?, Human Resource Planning 14, 151–157.

    Google Scholar 

  • Tornow, W. W., Wiley, J. W. (1991): Service Quality and Management Practices-A Look at Employee Attitudes, Customer Satisfaction, and Bottom-Line Consequences. Human Resource Planning, 14, 105

    Google Scholar 

  • Wiley, J. W. (1991): Customer Satisfaction-A Supportive Work Environment and Its Financial Costs, Human Resource Planning, 14, 117–127.

    Google Scholar 

  • Nelson, E. C., Rust, R. T., Zahorik, A. R., Robin L., Batalden, P., Siemanski, B. A. (1992): Do Patient Perceptions of Quality Relate to Hospital Financial Performance?, Journal of Health Care Marketing, 12, 6–13

    Google Scholar 

  • Rust, R.T, Zahorik, A. J. (1993): Customer satisfaction, customer retention and market share, Journal of Retailing, 69, 4, 193–215

    Google Scholar 

  • Boulding, W., Kalra, A., Staelin, R., Zeithaml, V. A. (1993): A dynamic process model of survey quality-from expectations to behavioral intentions, Journal of Marketing Research, 30, February, 7–27

    Google Scholar 

  • Anderson, E. W., Fornell, C., Lehmann, D. R. (1994): Customer satisfaction, market share, and profitability, Journal of Marketing, 56, July, 53–66.

    Google Scholar 

  • Rust, R. T., Zahorik, A., Keiningham, T. L. (1995): Return on Quality (ROQ)-Making service quality financially accountable, Journal of Marketing, 59, April, 58–70

    Google Scholar 

  • Anderson, E. W., Fornell, C., Rust, R. T. (1997): Customer satisfaction, productivity and profitability-Differences between goods and services, Marketing Science, 16, 2, 129–145

    Google Scholar 

  • Homburg, Ch., Daum, D. (1997): Die Kundenstruktur als Controlling-Herausforderung, Controlling, 6, 394–405.

    Google Scholar 

  • Andrè, M. M., Saravia, P. M. (2000): Approaches of portugese companies for relating customer satisfaction with business results, Total Quality Management, 11, 7, 929–939

    Google Scholar 

  • Seiders, K., Voss, G. B., Grewal, D., Godfrey, A. L. (2005): Do satisfied customers buy more?-Examining moderating influences in a retailing context, Journal of Marketing, 69 (October), S. 26.

    Google Scholar 

  • Nelson, E. C., Rust, R. T., Zahorik, A. R., Robin L., Batalden, P., Siemanski, B. A. (1992): Do Patient Perceptions of Quality Relate to Hospital Financial Performance?, Journal of Health Care Marketing, 12, S. 9 ff.

    Google Scholar 

  • Anderson, E. W., Fornell, C., Mazvancheryl, S. K. (2004): Customer satisfaction and shareholder Value, Journal of Marketing, 68, October, S. 172 ff.

    Google Scholar 

  • Anderson, E. W., Fornell, C., Rust, R. T. (1997): Customer satisfaction, productivity and profitability-Differences between goods and services, Marketing Science, 16, 2, S. 129 ff.

    Google Scholar 

  • Ittner, C. D., Larcker, D. F.: (1996): Are non-financial measures leading indicatos of financial performance?-An analysis of customer satisfaction, Journal of Accounting Research, 26, S. 1 ff.

    Google Scholar 

  • Schneider, B. (1991): Service Quality and Profits-Can You Have Your Cake and Eat It Too?, Human Resource Planning 14, 151–157.

    Google Scholar 

  • Tornow, W. W., Wiley, J. W. (1991): Service Quality and Management Practices-A Look at Employee Attitudes, Customer Satisfaction, and Bottom-Line Consequences. Human Resource Planning, 14, 105

    Google Scholar 

  • Wiley, J. W. (1991): Customer Satisfaction-A Supportive Work Environment and Its Financial Costs, Human Resource Planning, 14, 117–127.

    Google Scholar 

  • Boulding, W., Kalra, A., Staelin, R., Zeithaml, V. A. (1993): A dynamic process model of survey quality-from expectations to behavioral intentions, Journal of Marketing Research, 30, February, 7–27

    Google Scholar 

  • Anderson, E. W., Fornell, C., Lehmann, D. R. (1994): Customer satisfaction, market share, and profitability, Journal of Marketing, 56, July, 53–66.

    Google Scholar 

  • Rust, R. T., Zahorik, A., Keiningham, T. L. (1995): Return on Quality (ROQ)-Making service quality financially accountable, Journal of Marketing, 59, April, 58–70

    Google Scholar 

  • Nelson, E. C., Rust, R. T., Zahorik, A. R., Robin L., Batalden, P., Siemanski, B. A. (1992): Do Patient Perceptions of Quality Relate to Hospital Financial Performance?, Journal of Health Care Marketing, 12, 6–13

    Google Scholar 

  • Tornow, W. W., Wiley, J. W. (1991): Service Quality and Management Practices-A Look at Employee Attitudes, Customer Satisfaction, and Bottom-Line Consequences. Human Resource Planning, 14, 105

    Google Scholar 

  • Wiley, J. W. (1991): Customer Satisfaction-A Supportive Work Environment and Its Financial Costs, Human Resource Planning, 14, 117–127.

    Google Scholar 

  • Anderson, E. W. (1994): Cross-Category Variation in Customer Satisfaction and Retention, Marketing Letters, 5, 1, S. 63.

    Google Scholar 

  • Bernhardt, K. L., Donthu, N., Kennett P. A. (2000): A longitudinal analysis of satisfaction and profitability, Journal of Business Research 47, 2, S. 161.

    Google Scholar 

  • Bernhardt, K. L., Donthu, N., Kennett P. A. (2000): A longitudinal analysis of satisfaction and profitability, Journal of Business Research 47, 2, S. 165.

    Google Scholar 

  • Bernhardt, K. L., Donthu, N., Kennett P. A. (2000): A longitudinal analysis of satisfaction and profitability, Journal of Business Research 47, 2, S. 168.

    Google Scholar 

  • Bernhardt, K. L., Donthu, N., Kennett P. A. (2000): A longitudinal analysis of satisfaction and profitability, Journal of Business Research 47, 2, S. 167.

    Google Scholar 

  • Bloemer, J. M., Lemmink, J. G. (1992): The importance of customer satisfaction in explaining brand and dealer loyalty, Journal of Marketing Management, 8, 351–364

    Google Scholar 

  • Anderson, E. W., Sullivan, M. W. (1993): The antecedents and consequences of customer satisfaction for firms, Marketing Science, 12, 2, 125–143

    Google Scholar 

  • Patterson, O., Johnson, L., Spreng, R. (1997): Modeling the determinants of customer satisfaction for Business-to-Business Professional services, Journal of the academy of Marketing Sciences (25), 4–17

    Google Scholar 

  • Zeithaml, V., Berry, L. L., Parasuraman, A. (1986): The behavioral consequences of service quality, Journal of Marketing, 60, March, 31–46

    Google Scholar 

  • Reichheld, F. F., Sasser, W. E. (1991): Zero-Migration-Dienstleister im Sog der Qualitätsrevolution, Harvard Manager 13, 4, 108–116

    Google Scholar 

  • Reichheld, F. F. (1996): Learning from customer defections, Harvard Business Review, 3-4, 56–69.

    Google Scholar 

  • Reichheld, F. F. (1993): Treue Kunden müssen auch rentabel sein, Harvard Business Manager, 3, S. 106 ff.

    Google Scholar 

  • Yi, Y. (1991): A critical review of customer satisfaction, in: Zeithaml, V. (Hrsg.): Review of Marketing, 68–123

    Google Scholar 

  • Srivastava, R. K., Shervani, T. A., Fahey, L. (1998): Market based assets and shareholder value-a framework for analysis, Journal of Marketing, 62, January, 2–18

    Google Scholar 

  • Anderson, E. W., Fornell, C., Mazvancheryl, S. K. (2004): Customer satisfaction and shareholder Value, Journal of Marketing, 68, October, 172–85

    Google Scholar 

  • Gruca, Th. S., Rego, L. L. (2005): Customer Satisfaction, Cash Flow, and Shareholder Value, Journal of Marketing, 69, July, S. 119.

    Google Scholar 

  • Matzler, K., Hinterhuber, H. H., Daxer, Chr., Huber, M. (2005): The Relationship between customer satisfaction and shareholder value, Total Quality Management, 16, 5, S. 673.

    Google Scholar 

  • Fischer, M. (2004): Instrumente zur Messung der Marketingperformance, Thexis, 21, 3, 812

    Google Scholar 

  • Matzler, K., Hinterhuber, H. H., Daxer, Chr., Huber, M. (2005): The Relationship between customer satisfaction and shareholder value, Total Quality Management, 16, 5, S. 678.

    Google Scholar 

  • Gruca, Th. S., Rego, L. L. (2005): Customer Satisfaction, Cash Flow, and Shareholder Value, Journal of Marketing, 69, July, S. 115.

    Google Scholar 

  • Matzler, K., Stahl, H. (2000): Kundenzufriedenheit und Unternehmenswertsteigerung, Die Betriebswirtschaft, 5, S. 632.

    Google Scholar 

  • Krüger, M. (1997): Profitabilitätsorientierte Kundenbindung durch Zufriedenheitsmanagement, München S. 22.

    Google Scholar 

  • Hermanns, A., Thurm, M. (2000): Customer Relationship Marketing. Die Wiederentdeckung des Kunden im Marketing, Controlling, 10, S. 472.

    Google Scholar 

  • Smidt, W., Marzian, S. H. (2001): Brennpunkt Kundenwert-Mit dem Customer Equity Kundenpotenziale erhellen, erweitern und ausschöpfen, Berlin et al. S. 33.

    Google Scholar 

  • Eggert, A. (2000): Konzeptualisierung und Operationalisierung der Kundenbindung aus Kundensicht, Marketing, 2, S. 120 f.

    Google Scholar 

  • Erlbeck, K. (1999): Kundenorientierte Unternehmensführung-Kundenzufriedenheit und-loyalität, Wiesbaden S. 116.

    Google Scholar 

  • Bruhn, M. (1999): Kundenorientierung-Bausteine eines exzellenten Unternehmens, München S. 134.

    Google Scholar 

  • Jenkinson, A. (1997): Database marketing for loyality, in: Link, J. (Hrsg.): Handbuch Database Marketing, Ettlingen, S. 320.

    Google Scholar 

  • Erlbeck, K. (1999): Kundenorientierte Unternehmensführung-Kundenzufriedenheit und-loyalität, Wiesbaden S. 114.

    Google Scholar 

  • Storbacka, K., Strandvik, t., Grönroos, Chr. (1999): Gewinn durch Relationship Management, in: Payne, A., Rapp, R. (Hrsg.): Handbuch Relationship Marketing-Konzeption und erfolgreiche Umsetzung, München, S. 77.

    Google Scholar 

  • Homburg, Ch., Koschate, N. (2002): Kundenzufriedenheit und Kundenbindung, in: Albers, S., Herrmann, A. (Hrsg.): Handbuch Produktmanagement-Strategieentwicklung, Produktplanung, Organisation, 2. Auflage, Wiesbaden S. 835.

    Google Scholar 

  • Meyer, A., Oevermann, D. (1995): Kundenbindung, in: Tietz, B., Köhler, R., Zentes, J. (Hrsg.): Handwörterbuch des Marketing, 2. Auflage, Stuttgart S. 1340 ff.

    Google Scholar 

  • Giering, A. (2000): Der Zusammenhang zwixchen Kundenzufriedenheit und Kundenloyalität-eine empirische Untersuchung moderierender Effekte, Wiesbaden

    Google Scholar 

  • Homburg, Ch., Becker, A., Hentschel, F. (2003) Der Zusammenhang zwischen Kundenzufriedenheit und Kundenbindung, in: Bruhn, M., Homburg, Ch. (Hrsg.): Handbuch Kundenbindungsmanagement, 4. Auflage, Wiesbaden, S. 109

    Google Scholar 

  • Homburg, Ch., Becker, A., Hentschel, F. (2003) Der Zusammenhang zwischen Kundenzufriedenheit und Kundenbindung, in: Bruhn, M., Homburg, Ch. (Hrsg.): Handbuch Kundenbindungsmanagement, 4. Auflage, Wiesbaden, S. 108

    Google Scholar 

  • Sönderlund, M. (1998): Customer Satisfaction and its consequences of customer behaviour revisited-The impact of different levels of satisfaction on word-of-mouth, feedback to the supplier and loyalty, International Journal of Service Industry Management, 9, 2, S. 169 ff.

    Google Scholar 

  • Sönderlund, M. (1998): Customer Satisfaction and its consequences of customer behaviour revisited-The impact of different levels of satisfaction on word-of-mouth, feedback to the supplier and loyalty, International Journal of Service Industry Management, 9, 2, S. 182 ff.

    Google Scholar 

  • Bendapudi, N., Berry, L. L. (1997): Customers’ motivations for Maintaining relationships with Service Providers, Journal of Retailing, 73, 1, S. 15 ff.

    Google Scholar 

  • Morgan, R. M., Hunt, Sh. (1994): The Commitment-Trust Theory of Relationship Marketing, Journal of Marketing, 58, 7, S. 20 ff.

    Google Scholar 

  • Moorman, Ch, Rohit, D., Zaltman, G. (1993): Factors affecting trust in market relationships, Journal of Marketing, 57, January, S. 81 ff.

    Google Scholar 

  • Gustafsson, A., Johnson, M. D., Roos, I. (2005): The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention, Journal of Marketing, 69, October, S. 211.

    Google Scholar 

  • Johnson, M. D., Gustafsson, A., Andreassen, T. W., Lervik, L., Cha, J. (2001): The evolution and future national customer satisfaction index models, Journal of economic psychology, 22, April, S. 217 ff.

    Google Scholar 

  • Anderson, E. W., Weitz, B. (1992): The use of pledges to build and sustain commitment in distribution channels, Journal of Marketing Research, 29, February, S. 18 ff.

    Google Scholar 

  • Venetis, K. A., Ghauri, P. (2004): Service Quality and customer retention-building long-term relationships, European Journal of Marketing, 38, 11, 12, S. 1590.

    Google Scholar 

  • Werani, Th. (2003): Bewertung von Kundenbindungsstrategien in Business-to-Business-Märkten-Methodik und praktische Anwendung, Habilitationsschrift, Linz S. 146.

    Google Scholar 

  • Werani, Th. (2003): Bewertung von Kundenbindungsstrategien in Business-to-Business-Märkten-Methodik und praktische Anwendung, Habilitationsschrift, Linz S. 195 f.

    Google Scholar 

  • Werani, Th. (2003): Bewertung von Kundenbindungsstrategien in Business-to-Business-Märkten-Methodik und praktische Anwendung, Habilitationsschrift, Linz S. 191.

    Google Scholar 

  • Werani, Th. (2003): Bewertung von Kundenbindungsstrategien in Business-to-Business-Märkten-Methodik und praktische Anwendung, Habilitationsschrift, Linz S. 148 f.

    Google Scholar 

  • Hennig-Thurau, Th., Gwinner, K. P., Gremler, D. D. (2002): Understanding Relationship Marketing Outcomes-An Integration of Relational Benefits and Relationship Quality, Journal of Service Research, 5, February, S. 235 ff.

    Google Scholar 

  • Hennig-Thurau, Th., Gwinner, K. P., Gremler, D. D. (2002): Understanding Relationship Marketing Outcomes-An Integration of Relational Benefits and Relationship Quality, Journal of Service Research, 5, February, S. 240.

    Google Scholar 

  • Reichheld, F. F., Sasser, E. (2000): Zero-Migration-Dienstleister im Sog der Qualitätsrevolution, in: Bruhn, M., Homburg, C. (Hrsg.): Handbuch Kundenbindungsmanagement: Grundlagen, Konzepte, Erfahrungen. Wiesbaden, S. 139 ff.

    Google Scholar 

  • Reichheld, F. F., Sasser, E. (2000): Zero-Migration-Dienstleister im Sog der Qualitätsrevolution, in: Bruhn, M., Homburg, C. (Hrsg.): Handbuch Kundenbindungsmanagement: Grundlagen, Konzepte, Erfahrungen. Wiesbaden, S. 56.

    Google Scholar 

  • Huber, F., Herrmann, A., Braunstein, Chr. (2002): Der Zusammenhang zwischen Produktqualität, Kundenzufriedenheit und Unternehmenserfolg, in: Hinterhuber, H.H., Matzler, K. (Hrsg.): Kundenorientierte Unternehmensführung-Kundenorientierung, Kundenzufriedenheit, Kundenbindung, 3. Auflage, Wiesbaden S. 65.

    Google Scholar 

  • Sharp, B., Sharp, A. (1997): Loyalty programs and their impact on repeat-purchase loyalty patterns, in: International Journal of research in marketing, 14, S. 473 f.

    Google Scholar 

  • Meyer, A., Oevermann, D. (1995): Kundenbindung, in: Tietz, B., Köhler, R., Zentes, J. (Hrsg.): Handwörterbuch des Marketing, 2. Auflage, Stuttgart S. 1340.

    Google Scholar 

  • Homburg, Ch., Faßnacht, M. (1998): Kundennähe, Kundenzufriedenheit und Kundenbindung bei Dienstleistungsun-ternehmen, in: Bruhn, M., Meffert, H. (Hrsg.): Handbuch Dienstleistungsmanagement, Wiesbaden, S. 415.

    Google Scholar 

  • Reinartz, W., Jacquelin S. Th., Kumar, V. (2005): Balancing Acquisition and Retention resources to Maximize Customer profitability, in: Journal of Marketing, 69, 1, S 67.

    Google Scholar 

  • Krafft, M., Albers, S. (1999): Ansätze zur Segmentierung von Kunden. Wie geeignet sind herkömmliche Konzepte?, Wissenschaftliche Schriftenreihe des ZMU Nr. 14, WHU Koblenz S. 526.

    Google Scholar 

  • Downling, G. R., Uncles, M. (1997): Do customer loyalty programs really work?, Sloan Management Review, 38, 4, S. 78.

    Google Scholar 

  • Webster, F. E. (1994): Market driven management-using the new marketing concept to create a customer-oriented company, New York

    Google Scholar 

  • Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., Schlesinger, L. A. (1994): Putting the service-profit chain to work, Harvard Business Review, March–April, S. 164ff.

    Google Scholar 

  • Cespedes, F. (1995): Concurrent Marketing-Integration of product, sales and service, Harvard Business School Press, Boston

    Google Scholar 

  • Valsamakis, V. P., Sprague, L. G. (2001): The role of customer relationships in the growth of small-to medium-sized manufacturers, International Journal of Operations and product Development, 21, 4, S. 427 ff.

    Google Scholar 

  • Valsamakis, V. P., Sprague, L. G. (2001): The role of customer relationships in the growth of small-to medium-sized manufacturers, International Journal of Operations and product Development, 21, 4, S. 442.

    Google Scholar 

  • Reichheld, F. F., Sasser, E. W. (2003): Zero-migration: Dienstleister im Sog der Qualitätsrevolution, in: Bruhn, M., Homburg, Chr. (Hrsg.): Handbuch Kundenbindungsmanagement, Wiesbaden, 2. Auflage, S. 149.

    Google Scholar 

  • Berger, P. D., Bolton, R. N., Bowman, D., Briggs, E., Kumar, V., Parasuraman, A., Terry, C. (2002): Marketing actions and the value of customer assets-A framework for customer asset management, Journal of Service Research, 5, 1, S. 40 ff.

    Google Scholar 

  • Keiningham, T. L., Perkins-Munn, T., Evans, H. (2003): The impact of customer satisfaction on share-of-wallet in a business-to-business environment, Journal of Service Research, 6, 1, 37–50.

    Google Scholar 

  • Keiningham, T. L., Perkins-Munn, T., Aksoy, L., Estrin, D. (2005): Does customer satisfaction lead to profitability, Managing Service Quality, 15, 2, S. 179.

    Google Scholar 

  • Leenheer, J., Bijmolt, T. H. A., van Heerde, H. J., Smidts, A. (2002): Do loyalty programs enhance behavioral loyalty? An empirical analysis accounting for program design and competitive effects. Working Paper ISSN 0924-7815. S. 5f.

    Google Scholar 

  • Illek, C. (2003): Share of Wallet-Höhere Kundentreue als Basis zur Unternehmenswertsteigerung; in: Wiedmann, K., Heckemüller, C. (Hrsg.): Ganzheitliches Corporate Finance Management, 1. Auflage, Wiesbaden, S. 650.

    Google Scholar 

  • Illek, C. (2003): Share of Wallet-Höhere Kundentreue als Basis zur Unternehmenswertsteigerung; in: Wiedmann, K., Heckemüller, C. (Hrsg.): Ganzheitliches Corporate Finance Management, 1. Auflage, Wiesbaden, S. 649 f.

    Google Scholar 

  • Baumann, C., Burton, S., Elliott, G. (2005): Determinants of customer loyalty and share of wallet in retail banking, Journal of Financial Services Marketing, 9, 3, S. 231 ff.

    Google Scholar 

  • Leuthesser, L., Kohli, A. K. (1995): Relational behavior in business markets-mplications for relationship management. Journal of Business Research, 34, 3, 221–233.

    Google Scholar 

  • Keiningham, T. L., Perkins-Munn, T., Aksoy, L., Estrin, D. (2005): Does customer satisfaction lead to profitability, Managing Service Quality, 15, 2, S. 172.

    Google Scholar 

  • Keiningham, T. L., Perkins-Munn, T., Aksoy, L., Estrin, D. (2005): Does customer satisfaction lead to profitability, Managing Service Quality, 15, 2, S. 174.

    Google Scholar 

  • Keiningham, T. L., Perkins-Munn, T., Evans, H. (2003): The impact of customer satisfaction on share-of-wallet in a business-to-business environment, Journal of Service Research, 6, 1, S. 38.

    Google Scholar 

  • Keiningham, T. L., Perkins-Munn, T., Evans, H. (2003): The impact of customer satisfaction on share-of-wallet in a business-to-business environment, Journal of Service Research, 6, 1, S. 48.

    Google Scholar 

  • Bowman, D., Narayandas, D. (2004): Linking customer management effort to customer profitability in business markets. Journal of Marketing Research, 44, 4, 440 ff.

    Google Scholar 

  • Keiningham, T. L., Perkins-Munn, T., Evans, H. (2003): The impact of customer satisfaction on share-of-wallet in a business-to-business environment, Journal of Service Research, 6, 1, S. 39 f.

    Google Scholar 

  • Keiningham, T. L., Perkins-Munn, T., Evans, H. (2003): The impact of customer satisfaction on share-of-wallet in a business-to-business environment, Journal of Service Research, 6, 1, S. 41.

    Google Scholar 

  • Keiningham, T. L., Perkins-Munn, T., Evans, H. (2003): The impact of customer satisfaction on share-of-wallet in a business-to-business environment, Journal of Service Research, 6, 1, S. 42.

    Google Scholar 

  • Kaplan, R. S., Narayanan, V. G. (2001): Customer Profitability Measurement and Management. White Paper, Harvard Business School, White Paper, http://www-304.ibm.com/jct03004c/tools/cpeportal/fileserve/download6/16748/customer_profit.pdf?cont entid=16748 (1.11.2005) S. 5.

    Google Scholar 

  • Alt, R., Puschmann, Th., österle, H. (2005): Erfolgsfaktoren im Customer Relationship Management, Zeitschrift für Betriebswirtschaft, 75, 2, S. 192.

    Google Scholar 

  • Schweigert, D. (2000): Balancing idealistic vs realistic processes, Proceedings of DCI Customer Relationship Management Conference, Boston, MA, 27-29 June

    Google Scholar 

  • Davenport, T.H., Harris, J.G., Kohli, A.K. (2001): How do they know their customers so well?, Sloan Management Review, 42, Winter, S. 63 ff.

    Google Scholar 

  • Pümpin, C. (1986): Management strategischer Erfolgspositionen-Das SEP-Konzept als Grundlage wirkungsvoller Unternehmensführung, 3. Auflage, Bern/Stuttgart

    Google Scholar 

  • Mithas, S., Krishnan, M. S., Fornell, C. (2005): Why do customer relationships management applications affect customer satisfaction?, Journal of Marketing, 69, October, S. 205.

    Google Scholar 

  • Day, G., Fahey, L. (1988): Valuing Market Strategies, Journal of Marketing, 52, 3, 1 ff.

    Google Scholar 

  • Day, G. S., Bulte, C. v. d. (2002): Superiority in customer relationship management-Consequences for competitive advantage and performance, Working paper, Wharton School of Economics, University of Pennsylvania. S. 4.

    Google Scholar 

  • Day, G. S., Bulte, C. v. d. (2002): Superiority in customer relationship management-Consequences for competitive advantage and performance, Working paper, Wharton School of Economics, University of Pennsylvania. S. 13.

    Google Scholar 

  • Day, G. S., Bulte, C. v. d. (2002): Superiority in customer relationship management-Consequences for competitive advantage and performance, Working paper, Wharton School of Economics, University of Pennsylvania. S. 24.

    Google Scholar 

  • Day, G. S., Bulte, C. v. d. (2002): Superiority in customer relationship management-Consequences for competitive advantage and performance, Working paper, Wharton School of Economics, University of Pennsylvania. S. 29.

    Google Scholar 

  • Guilding, Ch., McManus, L. (2002): The incidence, perceived merit and antecedents of customer accounting: an exploratory note, Accounting, Organizations and Society, 27, 1–2, 45–59.

    Google Scholar 

  • Malmi, T., Raulus, M., Gudergan, S., Sehm, J. (2004): An Empirical Study on Customer Profitability Accounting, Customer Relationship Management and Business Unit Economic Performance, 4th Conference on New Directions in Management Accounting: Innovations in Practice and Research, Brussels, Belgium, 9-11 December S. 3.

    Google Scholar 

  • Malmi, T., Raulus, M., Gudergan, S., Sehm, J. (2004): An Empirical Study on Customer Profitability Accounting, Customer Relationship Management and Business Unit Economic Performance, 4th Conference on New Directions in Management Accounting: Innovations in Practice and Research, Brussels, Belgium, 9-11 December S. 5.

    Google Scholar 

  • Cooper, R., Kaplan, R. S. (1988): Measure costs right-make the right decision, Harvard Business Review, 9, 10, S. 96 ff.

    Google Scholar 

  • Malmi, T., Raulus, M., Gudergan, S., Sehm, J. (2004): An Empirical Study on Customer Profitability Accounting, Customer Relationship Management and Business Unit Economic Performance, 4th Conference on New Directions in Management Accounting: Innovations in Practice and Research, Brussels, Belgium, 9-11 December S. 7.

    Google Scholar 

  • Malmi, T., Raulus, M., Gudergan, S., Sehm, J. (2004): An Empirical Study on Customer Profitability Accounting, Customer Relationship Management and Business Unit Economic Performance, 4th Conference on New Directions in Management Accounting: Innovations in Practice and Research, Brussels, Belgium, 9-11 December S. 14.

    Google Scholar 

  • Reichold, A., Kolbe, L., Brenner, W. (2004): Performance Measurement of CRM in financial services, in: PMA (Hrsg.): Proceedings of the 4th International Conference on Performance Measurement and Management, Edingburgh, o.S. S. 3.

    Google Scholar 

  • Reichold, A., Kolbe, L., Brenner, W. (2004): Performance Measurement of CRM in financial services, in: PMA (Hrsg.): Proceedings of the 4th International Conference on Performance Measurement and Management, Edingburgh, o.S. S. 5 ff.

    Google Scholar 

  • Reichold, A., Kolbe, L., Brenner, W. (2004): Performance Measurement of CRM in financial services, in: PMA (Hrsg.): Proceedings of the 4th International Conference on Performance Measurement and Management, Edingburgh, o.S. S. 7.

    Google Scholar 

  • Sigala, M. (2004): Customer Relationship Management (CRM) evaluation-defusing CRM benefits into business processes, in: Leino, T., Saasinen, T., Klein, S. (Hrsg.): Proceedings of the 12th European Conference on Information Systems, Turku, FL, o. S. S. 4.

    Google Scholar 

  • Sigala, M. (2004): Customer Relationship Management (CRM) evaluation-defusing CRM benefits into business processes, in: Leino, T., Saasinen, T., Klein, S. (Hrsg.): Proceedings of the 12th European Conference on Information Systems, Turku, FL, o. S. S. 10.

    Google Scholar 

  • Sigala, M. (2004): Customer Relationship Management (CRM) evaluation-defusing CRM benefits into business processes, in: Leino, T., Saasinen, T., Klein, S. (Hrsg.): Proceedings of the 12th European Conference on Information Systems, Turku, FL, o. S. S. 12.

    Google Scholar 

  • Roh, T. H., Ahn, C. K. A., Han, I. (2005): The priority factor model for customer relationship management system success, Expert Systems with Applications, 28, 4, 651.

    Google Scholar 

  • Roh, T. H., Ahn, C. K. A., Han, I. (2005): The priority factor model for customer relationship management system success, Expert Systems with Applications, 28, 4, S. 644 f.

    Google Scholar 

  • Roh, T. H., Ahn, C. K. A., Han, I. (2005): The priority factor model for customer relationship management system success, Expert Systems with Applications, 28, 4, S. 645.

    Google Scholar 

  • Roh, T. H., Ahn, C. K. A., Han, I. (2005): The priority factor model for customer relationship management system success, Expert Systems with Applications, 28, 4, S. 649 ff.

    Google Scholar 

  • Roh, T. H., Ahn, C. K. A., Han, I. (2005): The priority factor model for customer relationship management system success, Expert Systems with Applications, 28, 4, S. 650.

    Google Scholar 

  • Roh, T. H., Ahn, C. K. A., Han, I. (2005): The priority factor model for customer relationship management system success, Expert Systems with Applications, 28, 4, S. 651.

    Google Scholar 

  • Graham, R. C, King, R. D. (2000): Accounting practices and the market valuation of accounting numbers: Evidence from Indonesia, Korea, Malaysia, the Philippines, Taiwan, and Thailand, The International Journal of Accounting, 35, 4, S. 447.

    Google Scholar 

  • Koo, J., Maeng, K. (2005): The effect of financial liberalization on firms’ investments in Korea, Journal of Asian Economics, 16, 2, April, S. 282.

    Google Scholar 

  • Reinartz, R., Krafft, M., Hoyer, W. D. (2004): The Customer Relationship Management Process: Its Measurement and Impact on Performance, Journal of Marketing Research, 41, August, S. 294.

    Google Scholar 

  • Reinartz, R., Krafft, M., Hoyer, W. D. (2004): The Customer Relationship Management Process: Its Measurement and Impact on Performance, Journal of Marketing Research, 41, August, S. 295.

    Google Scholar 

  • Reinartz, R., Krafft, M., Hoyer, W. D. (2004): The Customer Relationship Management Process: Its Measurement and Impact on Performance, Journal of Marketing Research, 41, August, S. 297.

    Google Scholar 

  • Reinartz, R., Krafft, M., Hoyer, W. D. (2004): The Customer Relationship Management Process: Its Measurement and Impact on Performance, Journal of Marketing Research, 41, August, S. 296 ff.

    Google Scholar 

  • Reinartz, R., Krafft, M., Hoyer, W. D. (2004): The Customer Relationship Management Process: Its Measurement and Impact on Performance, Journal of Marketing Research, 41, August, S. 300.

    Google Scholar 

  • Wold, H. (1980): Model construction and evaluation when theoretical knowledge is scarce-Theory and application of PLS, in: Kmenta, J., Ramsey, J. B. (Hrsg): Evaluation of economic models, News York

    Google Scholar 

  • Bliemel, F., Eggert, A., Fassott, G., Henseler, J. (2005): Die PLS-Pfadmodellierung-Mehr als eine Alternative zur Kovarianzstrukturanalyse, in: Bliemel, F., Eggert, A., Fassortt, G., Henseler, J. (Hrsg.): Handbuch PLS-Pfadmodellierung-Methoden, Anwendungen, Praxisbeispiele, Stuttgart, S. 10.

    Google Scholar 

  • Reinartz, R., Krafft, M., Hoyer, W. D. (2004): The Customer Relationship Management Process: Its Measurement and Impact on Performance, Journal of Marketing Research, 41, August, S. 299 ff.

    Google Scholar 

  • Reinartz, R., Krafft, M., Hoyer, W. D. (2004): The Customer Relationship Management Process: Its Measurement and Impact on Performance, Journal of Marketing Research, 41, August, S. 310.

    Google Scholar 

  • Reinartz, R., Krafft, M., Hoyer, W. D. (2004): The Customer Relationship Management Process: Its Measurement and Impact on Performance, Journal of Marketing Research, 41, August, S. 302.

    Google Scholar 

  • Jin, H., Kim, N., Srivastava, R.K. (1998): Market orientation and organizational performance-in innovation a missing link?, Journal of Marketing, 62, 10, 30–45

    Google Scholar 

  • Wang, Y., Io, H.P., Chi, R., Yang, Y. (2004): An integrated framework for customer value and customer relationship management performance-a customer based perspective from China, Managging Service Quality, 14, 2, S. 169 ff.

    Google Scholar 

  • Wang, Y., Io, H.P., Chi, R., Yang, Y. (2004): An integrated framework for customer value and customer relationship management performance-a customer based perspective from China, Managging Service Quality, 14, 2, S. 179.

    Google Scholar 

  • Wang, Y., Io, H.P., Chi, R., Yang, Y. (2004): An integrated framework for customer value and customer relationship management performance-a customer based perspective from China, Managging Service Quality, 14, 2, S. 174.

    Google Scholar 

  • Izquaierdo, C. C., Cillan, J. G. (2005): The impact of customer relationship marketing on the firm performance-a Spanish case, Journal of Services Marketing, 19, 4, S. 234.

    Google Scholar 

  • Izquaierdo, C. C., Cillan, J. G. (2005): The impact of customer relationship marketing on the firm performance-a Spanish case, Journal of Services Marketing, 19, 4, S. 240.

    Google Scholar 

  • Hendricks, K. B., Singhal, V. R., Stratman, J. K. (2006): The impact of enterprise systems on corporate performance-A study of ERP, SCM and CRM system implementation, Journal of Operations Management, accepted paper, OPEMAN-484 S. 18.

    Google Scholar 

  • Hendricks, K. B., Singhal, V. R., Stratman, J. K. (2006): The impact of enterprise systems on corporate performance-A study of ERP, SCM and CRM system implementation, Journal of Operations Management, accepted paper, OPEMAN-484 S. 14.

    Google Scholar 

  • Payne, A., Frow, P. (2005b): Customer Relationship Management-From Strategy to Implementation, Anmac 2005, Freemantle, Australia, 5-7th December 2005 S. 173.

    Google Scholar 

  • Boulding, W., Staelin, R., Ehret, M., Johnston, W. J. (2005): A Customer relationship management roadmap-what is known, potential pitfalls, and where to go, Journal of Marketing, 69, October, S. 160.

    Google Scholar 

Download references

Rights and permissions

Reprints and permissions

Copyright information

© 2008 Betriebswirtschaftlicher Verlag Dr.Th. Gabler | GWV Fachverlage GmbH, Wiesbaden

About this chapter

Cite this chapter

(2008). Empirische Befunde zu Erfolgsbeiträgen der Kundenbeziehung. In: Customer Value Controlling. Gabler. https://doi.org/10.1007/978-3-8349-9789-0_3

Download citation

Publish with us

Policies and ethics

Search

Navigation