Calculating the value of customers’ referrals

Research output: Contribution to journalArticle

23 Scopus citations

Abstract

Word-of-mouth is a rarely quantified phenomenon, in spite of its importance for service firms. Therefore, referrals remain a neglected determinant of customer lifetime valuation, although some authors claim them to be the astronomical part of customer equity. The paper discusses different approaches to the calculation of positive word-of-mouth, leading to a monetary referral value of a company’s customers.

Original languageEnglish (US)
Pages (from-to)124-133
Number of pages10
JournalManaging Service Quality: An International Journal
Volume13
Issue number2
DOIs
StatePublished - Apr 1 2003
Externally publishedYes

Keywords

  • Customer satisfaction
  • Recommendations
  • Service quality

ASJC Scopus subject areas

  • Strategy and Management

Fingerprint Dive into the research topics of 'Calculating the value of customers’ referrals'. Together they form a unique fingerprint.

  • Cite this